Manager, Process & Content

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit www.roadie.com. The Manager, Process & Content will lead a team focused on translating operations and evolving business needs to clear, scalable workflows and content. This role owns the end-to-end lifecycle of agent-facing process documentation, internal knowledge base content, and external help center content for Roadie’s Customer Experience (CX) contact center - from process discovery and mapping through content creation, governance, and version control. This work will help our internal and BPO agents deliver a consistent, accurate, current, and accessible Roadie experience across voice, chat, and email support. What You’ll Do Build, lead and develop the CX Process and Content teams, setting clear priorities and standards and coaching team members for growth Own SOP creation and maintenance for agent-facing processes, applying the tiered SOP framework for consistency and readability Oversee process mapping and documentation (e.g., using tools like Whimsical) to translate informal practices into formal, structured operational workflows across CX segments Manage the end-to-end content lifecycle (creation, review/approval, publishing, maintenance, and retirement) for internal knowledge base articles, job aids, reference materials, and external help center content Own knowledge base strategy and platform management (e.g., Salesforce) across both internal and external content, including structure, searchability, and content lifecycle Establish and enforce documentation governance: version control, review cadence, approval workflows, and retirement of outdated content Define, track, and report on key documentation health and success metrics (e.g., usage, findability, deflection, staleness) to drive continuous improvement, keeping stakeholders informed of risks and progress Partner with the Training Delivery/Instructional Design Manager to ensure process and content changes are reflected in curriculum and nesting materials without duplication of effort Partner with Quality to turn QA findings, process gaps and other friction points into clearer processes and content Manage BPO-facing process and content updates, from communication through implementation, ensuring parity and compliance across BPO partner sites Partner cross-functionally with stakeholders such as CX leadership, Product, and Marketing to stay ahead of upcoming changes (feature launches, policy updates) that require new or updated process documentation and knowledge base content What You Bring 3+ years leading process and content functions in a contact center environment Experience supporting outsourced services or BPO operations, maintaining consistent processes and content Strong experience in knowledge base/content strategy, including managing knowledge base platforms (e.g., Salesforce), for both internal and customer-facing content Experience measuring and reporting on the effectiveness of processes and knowledge base/help center content, leveraging data to prioritize improvements Excellent people leadership background, bringing coaching and prioritization experience to support a scaling team Experience building or scaling SOP frameworks and process mapping practices from the ground up Excellent writing, editing, and information-architecture skills, with the ability to make complex processes clear and digestible for multiple audiences Familiarity with process mapping tools (e.g., Whimsical, Lucidchart) Experience working cross-functionally with Training Delivery, Quality, and Operations leaders Why Roadie? Competitive compensation packages 100% covered health insurance premiums for yourself 401k with company match Tuition and student loan repayment assistance (that’s right