Digital Program Manager

Overview

Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc.

5000 list of fastest-growing American companies since 2008.

Summary 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.

How will you contribute?

• 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.

What will you bring?

• 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,…