Program Manager Content Communications

About the role

The Program Manager, Content & Communications plays a critical role in enabling a luxury customer experience by developing clear, engaging, and effective content for both member services agents and members. This role is responsible for training content creation, agent-facing knowledge resources, and member-facing help content. 
This role partners closely with MS Training, MS Operations, and MS Operations Excellence teams to ensure content is accurate, timely, scalable, and aligned with both operational needs and luxury brand standards.

Key responsibilities

Training & Agent Enablement
• Design, develop, and maintain training materials for customer service agents, including onboarding, refresher training, process updates, and learning modules.
• Develop refresher modules and tips/tricks series to keep tenured agents sharp and engaged
• Translate complex policies, systems, and workflows into clear, actionable training content that supports agent confidence and performance.
• Partner with Training and Operations leaders to identify content gaps and continuously improve learning effectiveness and agent readiness.
• Move beyond text-heavy desks and create engaging content using videos, interactive modules, infographics, and gamified learning that caters to diverse learning styles

Agent-Facing Knowledge & Help Content
• Own and maintain agent-facing knowledge base articles, job aids, and standard operating procedures ensuring ease of navigation, accuracy, and optimization
• Collaborate with cross-functional partners to create content related to policy updates, tool enhancements, and operational changes.
• Ensure agent-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality agent & member experience.
Member-Facing Service Content
• Create and update member-facing content, including Help Center articles, FAQs, policy explanations, and transactional messaging to reduce friction and promote self-service
• Ensure all member-facing content reflects the luxury brand voice while clearly setting expectations and helping reduce inbound contacts.
• Ensure member-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality member experience.
Agent Facing Communication
• Support internal communications and engagement initiatives within the Member Service organization, including change communications, operational updates, and recognition content.
• Curate Flash Alerts and Reminders to ensure agents are aware of recent changes, outages, or policy shifts.
Content Governance & Optimization
• Establish content standards, templates, and best practices across training, agent-facing, and member-facing materials.
• Track content performance and engagement metrics (e.g., article usage, training completion, contact drivers) and use insights to iterate and improve effectiveness.
• Manage content calendars, updates, and version control to ensure consistency across channels and audiences.

About you

• Strong writing and editing skills with the ability to adapt tone for agents, internal stakeholders, and luxury consumers.
• Experience in creating training materials, knowledge base content, or internal communications in a customer service or e-commerce environment.
• Strong cross-functional collaboration and stakeholder management skills.
• Comfort working in a fast-paced, evolving environment with multiple priorities.
• Proficiency with content creation tools (e.g., Gemini, LM Notebook, Canva, Loom, Camtasia, or Articulate) to build visually compelling content and training.

Experience and background Needed
Education
• Bachelor’s degree in communications, marketing, education, organizational development or related field required
Years of experience
• 3-5 years’ experience in content creation, communications, knowledge management, training, curriculum design
Technical skills
• Knowledge management platforms 
• Experience leveraging AI tools to support content creation, editing, summarization, and optimization while maintaining quality, accuracy, and brand voice.
• Experience optimizing content for AI-driven search and automation
• Ability to use data to inform content gaps and performance