[Hiring] Senior Program Manager - Content Ops and Learning Technology @Togetherwork

Role Description

Togetherwork is building a Customer Education function from the ground up — and this role is the operational engine that makes it work at scale. As Senior Program Manager, Content Operations & Learning Technology, you will own the systems, platforms, and workflows that sit between content strategy and customer impact.

You will manage Togetherwork’s learning management platform (Skilljar), own the content operations infrastructure across 9 product verticals and 33+ products, and build the processes that ensure customer-facing education content is accurate, discoverable, and continuously improving. This is not a content creation role — it is the role that makes content creation scalable, measurable, and connected to business outcomes.

You will work closely with the Director of Customer Education, Support leadership, AI Enablement, Kantata and Zendesk platform owners to design and operate the ticket-to-article workflow, govern the help center content ecosystem, and ensure that learning technology is configured to deliver maximum deflection and customer value.

What You Will Own

• Learning Management Platform (Skilljar)
  • Own day-to-day administration, configuration, and optimization of Skilljar across all product verticals.
  • Lead the reconfiguration of Skilljar’s current multi-domain structure into a scalable single-instance architecture.
  • Manage the Skilljar vendor relationship, contract, and roadmap in partnership with the Director of Customer Education.
  • Design and maintain learner paths, course structures, and content taxonomies within the platform.
  • Integrate Skilljar with Zendesk and other support tooling to create a connected help and learning ecosystem.
  • Track learner engagement, completion rates, and content utilization — and use that data to drive prioritization decisions.
• AI & Tooling Integration
  • Partner with the AI Enablement & Operations Lead to integrate AI tooling into content creation and content review workflows.
  • Own the configuration and utilization of Stylo Scribe — Togetherwork’s AI-assisted article drafting and content gap detection tool.
  • Ensure help center content is structured so it can be effectively ingested and surfaced by AI agents and automated response tools.
  • Monitor and evaluate emerging content operations tooling and make recommendations for adoption.
• Analytics & Performance
  • Build and maintain dashboards that track content performance, ticket deflection rates, and learner outcomes.
  • Establish baseline metrics in the first 90 days and report progress against them on a regular cadence to the Director of Customer Education and Support leadership.
  • Identify content gaps using ticket trend data from Zendesk and translate them into prioritized content briefs for the broader team.
• Content Operations & Governance
  • Manage content project tracking and prioritization across 9 verticals and 33+ products, maintaining clear visibility into what’s in progress, what’s blocked, and what’s next.
  • Build and operate the ticket-to-article workflow — the process by which high-volume support contacts become self-service knowledge content.
  • Own the content governance model: who creates, who reviews, who approves, and how content stays current across 33+ products.
  • Establish and maintain content taxonomy and tagging standards across all Zendesk help centers to improve search and AI discoverability.
  • Coordinate with product teams to ensure help center content is updated when releases happen — building a proactive release-to-content process.
  • Conduct regular content audits to identify outdated, missing, or underperforming articles and route them for update or retirement.
  • Partner with Zendesk platform owners to align help center architecture with the broader Zendesk re-implementation effort.

Qualifications

• 7–10+ years of experience in content operations, knowledge management, learning technology administration, or a closely related function.
• Hands-on experience administering an LMS or learning experience platform — Skilljar experience strongly preferred; Thought Industries, Docebo, or similar platforms also relevant.
• Demonstrated ability to manage multiple concurrent workstreams across a complex, multi-product environment.
• Demonstrated experience building or managing a ticket-to-knowledge-article workflow or similar content triage process.
• Strong understanding of content taxonomy, metadata, and search optimization within help center or knowledge base environments.
• Experience working within or alongside Zendesk — familiarity with help center structure, article management, and AI integration (Stylo or similar).
• Comfort working with data: you can pull and interpret content performance and ticket trend data without needing a dedicated analyst.
• Ability to operate independently in an ambiguous, build-from-scratch environment.

Requirements

• Experience in a multi-product or multi-vertical SaaS environment.
• Familiarity with AI-assisted content creation tools and workflows.
• Experience working with or alongside support operations teams.
• Background in instructional design, curriculum development, or customer education.

Benefits

• Medical, dental, and vision insurance options.
• 100% employer-paid short/long-term disability.
• Basic Life Insurance.
• 401(k) with 100% company match up to 4%.
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually.
• 10 company-paid holidays.
• 6 weeks paid parental leave.