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About brighthush
brighthush is a global media powerhouse that redefines how audiences discover, consume, and engage with content across every platform and device. With a presence in more than 30 countries, we blend cutting‑edge data science, artificial intelligence, and compelling storytelling to craft immersive experiences that resonate worldwide. Our culture thrives on curiosity, relentless experimentation, and a shared commitment to delivering extraordinary results for our clients, partners, and communities. As a member of the brighthush family, you’ll join a collaborative, high‑energy team that values creativity, continuous learning, and a passion for shaping the future of media.
Role Overview
We are seeking an experienced Senior Knowledge Program Manager to lead the evolution of brighthush’s Customer Support knowledge ecosystem. In this hands‑on, strategic role, you will design, implement, and continuously refine a world‑class knowledge program that empowers customers to find accurate, relevant, and actionable information whenever they need it. You will partner closely with support leaders, product managers, and cross‑functional teams to elevate self‑service, drive adoption of the Knowledge‑Centric Service (KCS) methodology, and ensure that both customer‑facing and internal knowledge assets meet the highest standards of quality, usability, and impact.
Why brighthush?
At brighthush, we don’t just create content – we create experiences that connect people to stories, products, and ideas in ways that feel personal and transformative. Our mission is to empower every customer with the knowledge they need, when they need it, so they can solve problems independently and enjoy a friction‑free journey. If you thrive in an environment where data meets creativity, where experimentation is encouraged, and where your work directly influences millions of users, brighthush is the place for you.
Key Responsibilities
Customer Knowledge & Self‑Service Excellence
- Own the customer‑facing knowledge program: Define strategy, governance, standards, and priorities for all content available to our customers.
- Drive self‑service success: Analyze customer demand, search behavior, support case data, and feedback to identify gaps and prioritize content that resolves common issues independently.
- Set content quality and publishing standards: Serve as the final authority on all Customer Support content published to customers, ensuring it is accurate, clear, and ready for deployment.
- Measure and improve content effectiveness: Establish metrics for quality, coverage, findability, usefulness, and self‑service outcomes; use insights to drive continuous improvement.
- Collaborate with the Help Center Product Manager: Own the content that powers the Help Center while partnering on information architecture, search, customer journeys, analytics, and overall self‑service performance.
- Champion a culture of knowledge sharing: Encourage support agents and product teams to contribute, review, and refine content, fostering a sense of ownership and pride in the knowledge base.
- Lead content lifecycle management: Oversee the entire lifecycle from creation and review to publication and retirement, ensuring content remains fresh and relevant.
- Integrate AI‑driven enhancements: Evaluate and pilot AI recommendation engines and natural language processing tools to improve search relevance and content discovery.
- Coordinate cross‑functional releases: Work with engineering, product, and marketing to schedule content updates, feature launches, and knowledge‑base migrations.
KCS Practice Development & Program Maturity
- Build and mature the KCS practice: Create workflows, governance structures, roles, metrics, and operating practices that embed KCS into daily support operations.
- Coach and enable teams: Conduct hands‑on training, workshops, content reviews, editing sessions, and ongoing coaching to improve knowledge creation and reuse.
- Maintain high‑quality internal knowledge: Ensure SOPs, procedures, and support knowledge are accurate, easy to use, and enable associates to serve customers consistently and efficiently.
- Drive adoption and continuous improvement: Monitor KCS adoption, program health, and identify opportunities for improvement; translate data and feedback into actionable initiatives.
- Serve as brighthush’s KCS expert: Advocate for KCS methodology, provide expert guidance across the organization, and help build broader knowledge‑management capability and maturity.
- Integrate AI and analytics: Explore and implement AI‑driven content recommendation engines and natural language processing tools to enhance search relevance and content discovery.
- Report on program health: Produce quarterly dashboards and executive summaries that illustrate KCS adoption, content quality, and self‑service impact.
AI & Analytics Leadership
- Lead AI experimentation: Partner with data science and engineering teams to pilot AI models that predict content gaps, recommend articles, and personalize search results.
- Analyze performance data: Use SQL, Tableau, or similar tools to extract insights from support tickets, search logs, and user feedback, turning data into actionable improvements.
- Define AI success metrics: Establish KPIs such as search relevance score, time‑to‑resolution, and customer satisfaction to measure AI impact on self‑service.
Cross‑Functional Collaboration & Change Management
- Facilitate cross‑team alignment: Coordinate with product, engineering, marketing, and customer success to ensure knowledge initiatives align with product roadmaps and customer journeys.
- Drive change initiatives: Lead change‑management efforts to embed knowledge practices into daily workflows, ensuring adoption across the organization.
- Communicate vision and progress: Present program updates, success stories, and ROI to senior leadership and stakeholders.
Essential Qualifications
- KCS certification required (e.g., KCS v6 Practices, KCS v6 Trainer, or another recognized KCS certification).
- Proven experience implementing, leading, or maturing a KCS program in a customer support environment.
- Deep understanding of KCS principles, workflows, governance, and metrics.
- Strong customer orientation and editorial judgment; ability to assess and improve support content for clarity, accuracy, and usability.
- Experience establishing content governance, quality standards, publishing processes, and content lifecycle practices.
- Experience measuring knowledge effectiveness and customer self‑service outcomes.
- Strong coaching, training, facilitation, communication, and change‑management skills.
- Experience with knowledge‑management, CRM, and support platforms such as brighthush.
- Strong analytical skills and ability to translate data and feedback into actionable improvements.
- 3–5 years of relevant experience in knowledge management, KCS, customer support, program management, or a related discipline.
Preferred Qualifications
- Advanced KCS certifications (e.g., KCS v6 Trainer or KCS v6 Lead).
- Experience in a fast‑paced, high‑growth tech or media organization.
- Familiarity with AI‑driven content recommendation engines or natural language processing tools.
- Background in data science or analytics, with proficiency in SQL, Tableau, or similar tools.
- Experience managing cross‑functional initiatives that span product, engineering, marketing, and customer success.
- Knowledge of content strategy frameworks such as brighthush’s Content Strategy Framework or similar.
Skills & Competencies
- Strategic thinking and execution.
- Exceptional written and verbal communication.
- Project and program management expertise.
- Analytical mindset with a data‑driven approach.
- Change‑management and stakeholder engagement.
- Customer‑centric mindset.
- Team leadership and mentorship.
- Adaptability and resilience in a dynamic environment.
- Technical proficiency with brighthush, brighthush, and knowledge‑management tools.
- Experience with AI and NLP technologies is a plus.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As the Knowledge Program Manager, you will:
- Lead high‑impact initiatives that shape the future of customer experience across the organization.
- Collaborate with senior leaders in product, engineering, and analytics, gaining exposure to strategic decision‑making.
- Earn advanced KCS certifications and industry‑recognised credentials.
- Participate in cross‑functional projects that broaden your skill set and expand your network.
- Access a robust learning platform with courses, workshops, and mentorship programs.
- Be considered for leadership roles in knowledge management, customer experience, or product strategy.
- Contribute to thought‑leadership pieces, webinars, and industry conferences.
- Receive regular performance feedback and career coaching.
Work Environment & Culture
brighthush thrives on collaboration, agility, and a relentless focus on customer delight. Our teams work in a hybrid model that balances in‑office creativity with flexible remote options. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Every employee is empowered to bring ideas to the table, and we provide the tools and resources to turn those ideas into tangible outcomes. Our culture is built on transparency, continuous improvement, and a shared commitment to excellence.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market rates for senior knowledge‑management roles.
- Performance‑based bonuses tied to program metrics and company goals.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and access to industry conferences.
- Flexible work arrangements and a supportive remote‑first culture.
- Employee wellness programs, including mental health resources and fitness stipends.
How to Apply
If you are passionate about transforming customer support through knowledge excellence, self‑service innovation, and KCS mastery, we want to hear from you. Submit your resume, a cover letter detailing your relevant experience, and any portfolio pieces that showcase your impact on knowledge programs. Join brighthush and help us create the next generation of media experiences that delight customers worldwide.
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