Program Manager, Customer Support Enablement

Role overview A greenfield opportunity to build the customer support enablement function at a tech-first consumer company, owning the knowledge, workflows, training, and AI-powered processes that make both human and AI agents effective. The role blends deep support operations expertise with hands-on use of AI, designing a system that becomes more reliable as it scales rather than relying on ad-hoc fixes.

Responsibilities - Build the enablement program from scratch, including knowledge base, SOPs, training, and AI-powered workflows supporting both consumer and health product lines. - Restructure operations from AI-assisted to AI-native by rebuilding documentation, training, and workflows so AI becomes the default operating model. - Own and continuously maintain a knowledge base that serves as the single source of truth for AI systems and human agents. - Lead implementation of an AI copilot, drive adoption to 90%+ of agent interactions, and ensure it improves real outcomes. - Create SOPs for complex scenarios, audit fragmented workflows, and design new processes with AI built in from the start. - Partner with analytics to identify top contact drivers and content gaps, then act on them, and establish feedback loops with frontline agents.

Requirements - Deep expertise in support operations, enablement, or knowledge management in high-volume environments. - Experience building and managing a knowledge base from scratch using tools such as Zendesk, Gladly, Help Scout, Notion, or Guru. - Demonstrated ability to design for a hybrid AI-agent and human-agent support organization, including prompt writing and output evaluation. - Strong analytical instincts with the ability to read ticket trends, contact drivers, and resolution times and turn them into decisions. - Comfort working autonomously as the first person in the role, creating structure where none exists. - Track record of using AI in your own daily work with informed opinions about when it works and when it does not.

Nice to have - Experience partnering with BizOps, Product, Analytics, and engineering-adjacent teams on cross-functional initiatives.

Benefits and work setup - Company-paid medical, dental, and vision insurance. - Retirement savings plan with company matching and flexible spending accounts. - Generous paid parental leave and PTO, plus a company-wide paid week off at year-end. - Remote work stipend to set up a home office. - Perks supporting physical, mental, and emotional health, parenting, childcare, and financial planning. - AI tools provided across the organization from day one.