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Rippling is a high-growth HR, IT, and Finance platform that unifies workforce systems—payroll, expenses, benefits, computers, and third-party apps—into a single system. The company has raised $1.4B+ from top-tier investors and is scaling from $0 to $17B valuation, targeting $5B ARR over the next couple of years.
You will join the Support Operations team as Senior Program Manager, Knowledge, reporting to the Director of Support Operations. This is a strategic individual contributor role focused on building and scaling Rippling's knowledge management infrastructure to support a global support organization of 1,000+ employees with a lean 10-person ops team.
Your core mission is to architect and execute a dual-purpose knowledge strategy across three pillars:
1. **External Knowledge Scaling & Deflection**: Expand and continuously improve the external-facing help center, increasing both quantity and quality of public articles to maximize customer self-service and boost ticket deflection rates.
2. **Internal Knowledge & Agent Efficacy**: Overhaul the structure, clarity, and depth of the internal Confluence space to power high-performance agent-assist tools, ensuring support teams have immediate access to accurate, actionable insights.
3. **AI-First Continuity & Governance**: Champion an AI-first approach to data structuring, establishing automated workflows that keep the knowledge ecosystem exhaustive, perfectly formatted for LLM consumption, and consistently up to date.
**Key Responsibilities:**
- Architect and completely overhaul the internal Confluence instance for product, process, and policies, establishing frameworks and templates optimized for both human readability and AI chunking/ingestion.
- Work side-by-side with Customer Support Leads to map deflection opportunities and translate product updates and tribal knowledge into clear, structured documentation.
- Build and scale "text cleaning" and content generation loops that automatically capture insights from resolved tickets, Slack threads, and Jira bugs, converting them into polished internal and external knowledge articles.
- Diagnose where customer-facing AI bots and internal agent-assist tools struggle, ruthlessly refining content layouts, semantic keywords, and data structures to eliminate AI hallucinations and boost automated deflection rates.
- Measure and track the ROI of knowledge initiatives through support ticket trends, deflection metrics, and customer satisfaction impact.
**Requirements:**
- 5–7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale. Strong background in data hierarchies, taxonomies, and cross-functional structures.
- AI-first mindset with proven track record using generative AI, LLMs, and automation platforms to eliminate administrative overhead, auto-tag documentation, and orchestrate smart information pipelines.
- Comfortable operating independently as the sole builder of the knowledge roadmap, excelling at partnering with busy Support Leads and turning complex information into organized systems without requiring an active development team.
- Data and system literacy: ability to track support metrics, query SQL, analyze deflection data, and pinpoint information gaps impacting customer satisfaction.
- Expert-level knowledge infrastructure experience with Confluence, JIRA, and 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; knowledge of how formatting choices (clean Markdown, structural HTML) directly affect AI's ability to retrieve correct answers.
