Digital Support Program Manager, Smarsh
$113-134.8k
3 days a week in office (Pleasanton, CA)
Cloud-based archiving and compliance solutions
Be an early applicant
Cloud-based archiving and compliance solutions
1001+ employees
Be an early applicant
$113-134.8k
3 days a week in office (Pleasanton, CA)
1001+ employees
Company mission
To enable customers to take advantage of the latest communication and collaboration tools, while staying ahead of compliance risk.
Role
Who you are
- 1–3 years of experience as a Program Manager or similar role with measurable success
- Proven ability to thrive in fast-paced environments with multiple overlapping projects and deliverables
- Exceptional written and verbal communication skills, with the ability to tailor messaging to different audiences
- Strong interpersonal and collaboration skills, with experience leading and contributing to cross-functional initiatives
- Demonstrated leadership across teams and projects, influencing without direct authority
- Experience in support operations, self-service programs, KCS, and/or online community environments
- Ability to partner with peers and managers to identify knowledge needs and implement solutions that improve customer and agent outcomes
- Strong analytical and problem-solving skills, including the ability to interpret data and recommend operational improvements
- A positive, solutions-oriented mindset, demonstrating professionalism, respect, and constructive communication at all times
- Effective presentation and stakeholder engagement skills, comfortable representing programs to leadership
- Confident building relationships and delivering training, coaching, and enablement to colleagues
- A deep understanding of KCS methodology, processes, and objectives
- Strong sense of ownership and accountability, committed to delivering exceptional customer experience and achieving business results
- Highly effective at collaborating across teams, functions, and organizational levels
- Proven success in teaching, coaching, and coordinating complex, multi-team initiatives
- Bachelor’s degree or equivalent practical experience
- A naturally curious, growth-oriented mindset with enthusiasm for continuous improvement and innovation
- Ability to travel 5–10% as needed
What the job involves
- The Digital Support Program Manager plays a critical role in advancing Smarsh’s digital-first support strategy
- As a core member of the Digital Support team, this role oversees two major pillars of our customer experience: Knowledge-Centered Service (KCS) and our peer-to-peer online community
- The Program Manager drives operational excellence, customer empowerment, and internal adoption of digital support practices by ensuring our knowledgebase and community programs are healthy, scalable, and aligned to organizational goals
- This role is both strategic and highly operational—responsible for creating the vision, managing day-to-day execution, coordinating cross-functional stakeholders, and enabling Support teams to deliver exceptional self-service experiences
- By shaping how knowledge is created and shared, and by cultivating a thriving online community, the Program Manager directly impacts customer success, case deflection, and digital engagement
- Knowledgebase (KCS Program Leadership)
- Manage the KCS strategy, roadmap, and adoption across global Support teams
- Oversee the knowledge base to ensure content quality, accuracy, structure, and usability
- Facilitate KCS training, workshops, and ongoing coaching for the global Support organization
- Partner with Support Managers to ensure Coach roles are properly staffed and fully supporting their product areas
- Lead KCS dashboard reviews with Leadership and guide data-driven decisions
- Coordinate recurring KM program evaluations, audits, and health checks
- Oversee the article quality monitoring program and ensure corrective actions
- Drive content tuning initiatives to improve customer self-service success
- Maintain the KCS Rewards & Recognition program to encourage participation and excellence
- Contribute to the Content Council and act on opportunities identified across teams
- Collaborate with AI and KDE teams to identify, prioritize, and close content gaps
- Partner with the Digital Support team to improve content findability and search experience
- Expand KCS practices across other teams within Smarsh to mature the knowledge ecosystem
- Community (Peer-to-Peer Program Leadership)
- Oversee the health, growth, and effectiveness of the online peer-to-peer community
- Collaborate with Product, Marketing, Support, and other business units to design engagement programs—such as VIP initiatives, gamification, reputation models, and targeted posting strategies
- Create, maintain, and improve moderation playbooks, workflows, and best practices
- Facilitate Digital Support dashboard reviews with Leadership focused on community insights and performance
- Ensure community-related roles are staffed, trained, and operating effectively across all product lines
- Manage escalations for unanswered posts, customer concerns, or urgent issues requiring support from internal teams
- Perform administrative functions such as account unlocks, password resets, and display name updates
- Support other duties as needed to ensure operational excellence and community success
Our take
The emergence of new digital communication technologies provides businesses with a great opportunity for growth. But regulated businesses need to ensure they carry out communications monitoring, archiving, and compliance to stay on the right side of regulators. This can be difficult to do with new tech - to the extent that some businesses are hesitant to adopt it at all.
Of course, there’s a substantial appetite for ways to get around this obstacle and therefore reap the business benefits of modern comms. Smarsh provides just that, with its suite of archive, storage, and monitoring tools. In the two decades since its founding, the platform has netted over 6,500 clients including top worldwide banks, brokerage firms, insurers, registered investment advisors, and state and local government agencies in the US.
This puts Smarsh in a formidable position going forward. The issue the company addresses is only getting more acute as the volume of communications increases, more tech is brought to market, and the hybrid work model pushes more communications online. Smarsh’s extensive, top-tier global reach will help it field this growing market opportunity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$28m
LATE VC
Sep 2007
$15.6m
LATE VC
Total funding: $43.6m
Company benefits
- Healthcare insurance: We provide medical, dental and vision insurance and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses
- Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a "take-what-you-need" time off policy as well as flexible work arrangements
- Recognition: We're big on kudos for a job well done. Our employee recognition program enables co-workers to nominate their peers who best embody our core values for recognition
- Life and disability insurance: Fully paid life and disability insurance coverage is provided from the day you start your job
- Wellness program: You're happier when you're healthier. So we reimburse a portion of employees' monthly health club expenses
- Retirement savings: We match a percentage of your retirement savings contributions. Smarsh employer match invests immediately, so it's yours from day one
- Sabbatical: The Smarsh sabbatical program provides a time to recharge, study or simply a time to do something you are passionate about away from the workplace. Employees are eligible after six years of service
- Giving back: Through our community partnership program, Full Circle, employees make a positive difference and receive paid time off for Full Circle activities so they can support the organizations that matter most to them
- Employee assistance program: We offer free and confidential assessments, short-term counseling, referrals and follow-up services to employees for personal or work-related issues to support their mental and emotional well-being
- Cellphones: To support our mobile and geographically dispersed workforce, we offer corporate cellular plan discounts with both AT&T and T-Mobile
- Getting here and home: Biking and taking public transit to work is not only cool but a smart and green thing to do. Smarsh proudly reimburses for monthly transit costs and biking expenses
- Parental leave: We want to support our colleagues who are starting a family. Smarsh offers paid leave to help you welcome your new bundle(s) of joy into the world
Company HQ
Portland Downtown, Portland, OR
Leadership
Stephen Marsh
(Founder & Chairman)Previously worked on capital market systems at Fidelity Investments, and then moved to a Senior Product Manager role at CCBN. They are also a board member at The Wild, Asset Compliance Inc., and ComplySci.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 13 more jobs at Smarsh