Content and Knowledge Program Manager

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

In this newly-created role, the Content and Knowledge Program Manager will be responsible for establishing a new knowledge management center of excellence within the People team at Stripe. Specifically, this role will report to the head of the Global People Support (GPS) organization, which provides support at scale to Stripes around the world. This role will recommend a content and knowledge strategy for the team and then lead the work of bringing it to life. The ideal candidate will have deep expertise in content and knowledge management, be a tech-forward systems thinker who thrives in ambiguity, and be able to both formulate a strategic vision and then drop down into the details to develop and collaboratively execute on a detailed project plan to complete the work. Does this sound like you? Read on for more. We’d love to have you bring your talents to the team!

This is a full-time position and can be in-office, hybrid, or fully remote. Available office locations are San Francisco, Seattle, New York City, and Chicago.

What you’ll do

• 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.)

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum 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

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)

Hybrid work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).

Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and benefits

The annual US base salary range for this role is $134,000 - $201,000. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

We look forward to hearing from you

At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.