← All roles

Senior Program Manager, Knowledge

Rippling· Support Operations
Apply on company site
Remote$90k - $150kfull-timePosted 5d ago

About the role

AI-Native Program Manager to scale Rippling's global Support organization through knowledge management, overseeing internal and external knowledge roadmap across three pillars: external knowledge scaling, internal knowledge & agent efficacy, and AI-first continuity & governance.

Responsibilities

  • Architect the Dual-Purpose Knowledge Strategy: overhaul and organize internal Confluence for product, process, and policies; establish frameworks, templates, and structures optimized for AI ingestion.
  • Empower Support Leads as an AI Knowledge Consultant: map top-tier deflection opportunities with Customer Support Leads; translate updates and tribal knowledge into structured documentation.
  • Build the Knowledge Expansion Engine: create workflows to capture insights from resolved tickets, Slack threads, and Jira bugs; convert into internal/external knowledge articles.
  • Optimize AI Deflection & Accuracy: diagnose where customer-facing AI bots and internal agent-assist tools misbehave; refine content layouts, keywords, and data structures to reduce AI hallucinations and improve deflection.

Qualifications

  • 5 – 7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale
  • AI-First mindset with proven use of generative AI, LLMs, and automation platforms to reduce manual work, auto-tag documentation, and orchestrate information pipelines
  • Independent operator capable of building the roadmap without a dedicated development team
  • Data & system literacy including measuring ROI of knowledge, tracking support ticket trends, SQL querying, deflection metrics, and identifying information gaps
  • Technical requirements: Expert-level knowledge infrastructure (Confluence, JIRA, Salesforce Knowledge); deep familiarity with prompt engineering and LLM landscape (OpenAI, Anthropic, Gemini); SQL/Snowflake proficiency; (preferable) text automation/regex tools and knowledge of text chunking, embeddings, and vector retrieval.

Skills

Required:Knowledge ManagementTechnical WritingAI/LLM toolingSQL/SnowflakeConfluence/JIRA/Salesforce Knowledge

Benefits

  • competitive salary
  • benefits
  • equity
Last updated Oct 21, 2026. Interested? Apply on the company site.
Rippling logo

About Rippling

#1 Workforce Management System | HR, IT, Finance

Rippling eliminates the friction from running a business, combining HR, IT, and Finance apps on a unified data platform.

HRPayrollITFinanceGlobal
Company profileWebsite

More open roles at Rippling