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)
