Stripe is hiring a
Content and Knowledge Program Manager

Summary

Join Stripe as a Content and Knowledge Program Manager to establish a new knowledge management center of excellence within the People team. This role will report to the head of Global People Support and recommend a content and knowledge strategy for the team.

Requirements

• Bachelor's degree or the equivalent combination of education and experience
• 5+ years of experience in knowledge management, content management, program management, or a related role, with expertise in one or more content management platforms
• Demonstrated expertise in knowledge management as a craft, including content creation, organization/curation, analytics, and search optimization
• Strong technical aptitude and curiosity about new tools and technologies, along with general understanding of LLMs and ML models and use cases
• General understanding of HR processes, policies, and programs
• Exceptional written and verbal communication skills (English)
• Strong collaboration skills, with the ability to work cross-functionally and cross-culturally
• Data fluency with the ability to interpret data and formulate insights to drive improvements
• Detail-oriented, with a focus on accuracy and quality
• Strong organizational and project management skills

Responsibilities

• Collaborate with Global People Support (GPS) peers and use systems thinking to understand the end-to-end user support journey for Stripes and make recommendations for deploying self-service content and technology to improve the employee experience and reduce operational effort for HR support
• Develop and execute a comprehensive knowledge management strategy for the Global People Support (GPS) organization, which provides horizontal HR support for employees across Stripe and around the globe
• Collaborate with internal and external partners - and leverage industry-leading practices - to develop content standards, including hygiene and governance strategies, that ensure effective and accurate creation, auditing, and maintenance of high-quality content
• Partner with Corporate Technology teams to design, test, and implement tech-forward tools and solutions (such as chatbots, slack integrations, generative AI/LLM, and more) that enable users to more efficiently and effectively find the information they are looking for to answer questions, solve problems, and get the help they need
• Collaborate with subject matter experts to create, review, and maintain a wide range of HR-related content, including policies, procedures, and training materials
• Identify key metrics for program success and implement monitoring that enables us to analyze usage patterns and feedback related to content usefulness, accuracy, and completeness, as well as operational impact (e.g., ticket reduction, resolution times, etc.)

Preferred Qualifications

• Degree in HR, Communications, or IT/Computer Science
• Experience as a technical writer or copywriter/editor
• Experience with Workday, Confluence, Salesforce, and other HR ticketing or knowledge management systems
• PHR or PMP certification (or their equivalents)