Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Summary
The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy. As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community. The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals.
This role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences. By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement.
How will you contribute?
Knowledgebase (KCS Program Leadership)
Manage the KCS strategy, roadmap, and adoption across global Support teams.
Oversee the knowledge base to ensure content quality, accuracy, structure, and usability.
Facilitate KCS training, workshops, and ongoing coaching for the global Support organization.
Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas.
Lead KCS dashboard reviews with Leadership and guide data-driven decisions.
Coordinate recurring KM program evaluations, audits, and health checks.
Oversee the article quality monitoring program and ensure corrective actions.
Drive content tuning initiatives to improve customer self-service success.
Maintain the KCS Rewards & Recognition program to encourage participation and excellence.
Contribute to the Content Council and act on opportunities identified across teams.
Collaborate with AI and KDE teams to identify, prioritize, and close content gaps.
Partner with the Digital Support team to improve content findability and search experience.
Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem.
Community (Peer-to-Peer Program Leadership)
Oversee the health, growth, and effectiveness of the online peer-to-peer community.
Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies.
Create, maintain, and improve moderation playbooks, workflows, and best practices.
Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance.
Ensure community-related roles are staffed, trained, and operating effectively across all product lines.
Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams.
Perform administrative functions such as account unlocks, password resets, and display name updates.
Support other duties as needed to ensure operational excellence and community success.
What will you bring?
1–3 years of experience as a Program Manager or similar role with measurable success.
Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables.
Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences.
Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives.
Demonstrated leadership across teams and projects, influencing without direct authority.
Experience in support operations, self-service programs, KCS, and/or online community environments.
Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes.
Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements.
A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times.
Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership.
Confident building relationships and delivering training, coaching, and enablement to colleagues.
A deep understanding of KCS methodology, processes, and objectives.
Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results.
Highly effective at collaborating across teams, functions, and organizational levels.
Proven success in teaching, coaching, and coordinating complex, multi-team initiatives.
Bachelor’s degree or equivalent practical experience.
A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation.
Ability to travel 5–10% as needed.
Additional Information
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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