Senior Program Manager, Knowledge Customer Support San Francisco, CA Senior Program Manager, Knowledge Customer Support • San Francisco, CA
Rippling · San Francisco
Current Openings
Senior Program Manager, Knowledge
- Senior Program Manager, Knowledge
- About Rippling
Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.
Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.
Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.
We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.
About The Role
After becoming one of the fastest growing startups in the United States ($0 → $17B), Rippling is ready to up-level our operations to scale to $5B in ARR over the next couple years. We need someone who can take us from 1 to 10—and beyond, on a global scale.
Support Operations manage a global support organization of more than 1,000 employees with a lean team of 10. Our goal isn't just to support the business, but to automate the friction out of it. We are looking for an AI-Native Program Manager to force-multiply our global Support organization through better knowledge management. You will own the internal and external Knowledge roadmap, executing on three core pillars:
- External Knowledge Scaling & Deflection: Drive the expansion and continuous improvement of our external-facing help center, elevating both the quantity and quality of public articles to maximize customer self-service and boost ticket deflection rates.
- Internal Knowledge & Agent Efficacy: Overhaul the structure, clarity, and depth of our internal Confluence space to power high-performance agent-assist tools, ensuring customer support teams have immediate access to accurate, actionable insights.
- AI-First Continuity & Governance: Champion an AI-first approach to data structuring, establishing automated or highly efficient workflows that keep our entire knowledge ecosystem exhaustive, perfectly formatted for LLM consumption, and consistently up to date.
Reporting to the Director of Support Operations, you will be responsible for setting the internal Knowledge roadmap and executing against it to improve Support quality and efficiency.
- What You'll Do
- Architect the Dual-Purpose Knowledge Strategy: Completely overhaul and organize our internal Confluence instance for product, process, and policies. You will establish the frameworks, templates, and structures that make our data instantly readable for humans and optimized for AI chunking/ingestion.
- Empower Support Leads as an AI Knowledge Consultant: Work side-by-side with Customer Support Leads to map out top-tier deflection opportunities. You will help them translate messy product updates and tribal knowledge into clear, structured, and accurate documentation.
- Build the Knowledge Expansion Engine: Create and scale "text cleaning" and content generation loops for continuity and governance. You will build workflows that automatically capture insights from resolved tickets, Slack threads, and Jira bugs, converting them into polished internal and external knowledge articles.
- Optimize AI Deflection & Accuracy: Directly diagnose where our customer-facing AI bots and internal agent-assist tools get confused. You will ruthlessly refine content layouts, semantic keywords, and underlying data structures to eliminate AI hallucinations and boost automated deflection rates.
- Qualifications
- The "Scrappy" Information Architect: You have 5 – 7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale. You think in data hierarchies, taxonomies, and cross-functional structures.
- AI-First Operator: You approach problems with an AI-first mindset, instinctively looking to automate tasks and streamline manual processes before building traditional workflows. You have a proven track record of using generative AI, LLMs, and automation platforms to eliminate administrative overhead, auto-tag documentation, and orchestrate smart information pipelines.
- Independent Orchestrator: You are comfortable operating entirely alone as the sole builder of this roadmap. You excel at partnering with busy Support Leads, extraction of complex information, and turning it into organized systems without needing an active development team.
- Data & System Literate: You know how to measure the direct ROI of knowledge. You can track support ticket trends, query SQL, analyze deflection metrics, and pinpoint exactly where information gaps are impacting customer satisfaction.
- Technical Requirements:
- Expert-level knowledge infrastructure experience (Confluence, JIRA, Salesforce Knowledge).
- Deep familiarity with prompt engineering and the LLM landscape (OpenAI, Anthropic, Gemini).
- Expertise in SQL/Snowflake to wrangle data and generate insights
- (Preferable) Expert in text automation and parsing skills (e.g., Zapier, regex, AI content pipelines).
- (Preferable) Understanding of text chunking, embedding models, and vector retrieval actually work. You know how formatting choices (like clean Markdown or structural HTML) directly affects an AI's ability to pull the right answer
Additional Information
Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, vete