Senior Program Manager - Content Ops and Learning Technology

Senior Program Manager, Content Operations & Learning Technology

Location: Remote

ABOUT TOGETHERWORK

Togetherwork is the emerging leader in software and payments for groups and organizations of all kinds — 650+ employees, 33+ products across 9 vertical product groups, primarily remote across the United States. Our mission is to provide communities, groups, and organizations with essential and reliable technology solutions to help them thrive, by combining technical and operational excellence with deep, specific market expertise.

We function as one company, not a collection of acquisitions. Our roots are in entrepreneurial companies with deep vertical expertise and loyal customers. Together we expand functionality, improve and scale operations, drive profitability, and help employees realize their full potential.

ABOUT THE ROLE

Togetherwork is building a Customer Education function from the ground up — and this role is the operational engine that makes it work at scale. As Senior Program Manager, Content Operations & Learning Technology, you will own the systems, platforms, and workflows that sit between content strategy and customer impact.

You will manage Togetherwork’s learning management platform (Skilljar), own the content operations infrastructure across 9 product verticals and 33+ products, and build the processes that ensure customer-facing education content is accurate, discoverable, and continuously improving. This is not a content creation role — it is the role that makes content creation scalable, measurable, and connected to business outcomes.

You will work closely with the Director of Customer Education, Support leadership, AI Enablement, Kantata and Zendesk platform owners to design and operate the ticket-to-article workflow, govern the help center content ecosystem, and ensure that learning technology is configured to deliver maximum deflection and customer value.

WHAT YOU WILL OWN

Learning Management Platform (Skilljar)

• Own day-to-day administration, configuration, and optimization of Skilljar across all product verticals
• Lead the reconfiguration of Skilljar’s current multi-domain structure into a scalable single-instance architecture
• Manage the Skilljar vendor relationship, contract, and roadmap in partnership with the Director of Customer Education
• Design and maintain learner paths, course structures, and content taxonomies within the platform
• Integrate Skilljar with Zendesk and other support tooling to create a connected help and learning ecosystem
• Track learner engagement, completion rates, and content utilization — and use that data to drive prioritization decisions

AI & Tooling Integration

• Partner with the AI Enablement & Operations Lead to integrate AI tooling into content creation and content review workflows
• Own the configuration and utilization of Stylo Scribe — Togetherwork’s AI-assisted article drafting and content gap detection tool — which is currently underutilized within an existing contract
• Ensure help center content is structured so it can be effectively ingested and surfaced by AI agents and automated response tools
• Monitor and evaluate emerging content operations tooling and make recommendations for adoption

Analytics & Performance

• Build and maintain dashboards that track content performance, ticket deflection rates, and learner outcomes
• Establish baseline metrics in the first 90 days and report progress against them on a regular cadence to the Director of Customer Education and Support leadership
• Identify content gaps using ticket trend data from Zendesk and translate them into prioritized content