"Alerted.org

Duration: 3 months contract

Job Description:

+ We are seeking a Support Content & Strategy Program Manager to drive end-to-end support readiness for features related to storage management. The ideal candidate will manage the creation and evolution of Help Center content, translate product/business requirements into effective support strategies, and collaborate cross-functionally to ensure seamless customer experiences across all support channels.

Responsibilities:

+ Develop, update, and optimize Help Center articles and user-facing documentation related to storage management.

+ Interpret Product Requirements Documents (PRDs) and Business Requirements Documents (BRDs) to build comprehensive support strategies and readiness plans.

+ Design, modify, and implement multi-channel support strategies—including self-help, in-product support, community forums, and one-to-one channels (phone, chat, email).

+ Partner closely with product, UX, support operations, and engineering to ensure support needs are considered throughout the product lifecycle.

+ Drive project plans, timelines, and deliverables across multiple stakeholders to ensure on-time launches and support preparedness.

+ Identify content or support gaps and lead initiatives to resolve them proactively.

+ Maintain documentation quality, accuracy, and alignment with brand tone and support standards.

+ Monitor performance of support content and strategies, providing insights and recommendations for continuous improvement.

Experience:

Experience developing, updating, and optimizing Help Center or user-facing support articles, ensuring clarity, accuracy, and alignment with product changes.

Ability to interpret PRDs and BRDs and translate them into actionable support strategies and readiness plans, ensuring all support channels are prepared for feature launches

+ Project Management: Proven ability to manage complex, cross-functional projects with multiple dependencies.

+ Stakeholder Management: Strong communication skills to influence and align diverse teams (product, engineering, support, UX).

+ Experience with Knowledge Management platforms (e.g., Confluence, Zendesk, Salesforce Knowledge).

+ Familiarity with customer support metrics and feedback loops.

+ Written Communication: Excellent writing and editing skills, especially for user-facing content and support documentation.

+ Support Environment Knowledge: Experience working within customer support operations or similar environments.

+ Requirements Interpretation: Ability to read and interpret PRDs/BRDs and translate them into actionable support strategies.

Skills:

+ Program management

+ Help Center

+ PRDs/ BRDs

+ Customer Support

+ Salesforce

Education:

+ Bachelor’s degree.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.