Snowflake SENIOR PROGRAM MANAGER - SUPPORT CONTENT STRATEGY 

United States, Georgia, Atlanta 

876106233

The Senior Program Manager - Content Strategy is a new role within Support Knowledge responsible for accelerating key initiatives in efficiency and customer satisfaction by developing and implementing a robust content strategy. With thousands of currently-published articles spanning multiple technical subject matter domains, this role supports content authors and publishers to ensure content is optimized for internal and external audiences, facilitates AI ingestion of high-value content, and provides both hands-on editing as well as structured guidance.

• Define and manage the support content strategy, set clear goals and success criteria for ongoing development and optimization of support content.

• Develop and maintain the content standards, style guides, and supporting materials for content authors and publishers across Snowflake Support.

• Perform edits, re-writes, and optimization of high-value content to improve user experience and aid AI ingestion. Coordinate with authors to ensure technical accuracy.

• Define metadata strategy and work with technical implementation teams to develop robust metadata for existing content across multiple platforms.

• Provide mentorship and guidance to authors and publishers, lead regular reviews of content feedback to drive continuous improvement.

• Coordinate with the Knowledge Centered Support (KCS) program team to align program goals for knowledge capture, reuse, and publication with content strategy.

• 7+ years of experience in a content or knowledge management role within a support or customer experience organization.

• Practical experience implementing and managing a knowledge base used by internal or external audiences.

• Experienced and capable content editor, comfortable editing technical material and coordinating with subject matter experts across multiple knowledge domains.

• Familiarity with user experience design for content, specifically optimization of formatting and layout. Practical experience editing and formatting for AI ingestion is preferred.

• Excellent communication skills and capable team player, able to work with virtual and global cross-functional teams.

• Working knowledge of HTML / CSS, familiarity with knowledge management systems (Salesforce, ServiceNow, Guru), and content management systems (CMS) or web publishing environments.

• A bachelor’s degree in an applicable or related field, or 6-10 years equivalent work experience.

The following represents the expected range of compensation for this role:

• The estimated base salary range for this role is $115,000 - $175,900.
• Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.