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HoneyBook is seeking an AI Content Program Manager to own the strategy and execution of its support chatbot and Help Center content ecosystem. You'll sit within the Knowledge & Instructional Content team, responsible for the full lifecycle of support documentation that powers both member self-service and internal Support Specialist workflows.
Key responsibilities include: analyzing chatbot resolution data to identify content gaps and drive roadmap priorities; configuring and maintaining the support chatbot in Intercom; using Claude Code to build and maintain data connectors; identifying opportunities for AI to transform team workflows and evaluating new AI tools; building internal tools via no-code/low-code platforms (e.g., Lovable) to solve team friction; drafting and optimizing member-facing Help Center content and technical documentation; maintaining internal Support documentation structured for both human and AI-assisted resolution; and collaborating cross-functionally with Member Care, Product, QA, and Marketing to anticipate content needs and ensure documentation reflects current product behavior.
You'll be expected to move the needle on AI resolution rates, one of the team's most important levers. As the chatbot matures, you'll set strategy for prioritizing and structuring content investment across the AI resolution funnel.
Ideal candidates bring: deep AI expertise beyond basic tool usage, with understanding of how chatbot content architecture affects resolution rates; hands-on experience with chatbot platforms (Intercom preferred) and Claude Code or comparable technical tools; strong writing and communication skills for translating complex products into clear, structured documentation; data-driven mindset with comfort reviewing analytics to guide prioritization; and systems thinking to understand how documentation quality directly impacts AI effectiveness at scale.
