Senior Program Manager, Knowledge

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

• Architect the Dual-Purpose Knowledge Strategy: Completely overhaul and organize our internal Confluence instance for product, process, and policies. You will establish the frameworks, templates, and structures that make our data instantly readable for humans and optimized for AI chunking/ingestion.
• Empower Support Leads as an AI Knowledge Consultant: Work side-by-side with Customer Support Leads to map out top-tier deflection opportunities. You will help them translate messy product updates and tribal knowledge into clear, structured, and accurate documentation.
• Build the Knowledge Expansion Engine: Create and scale "text cleaning" and content generation loops for continuity and governance. You will build workflows that automatically capture insights from resolved tickets, Slack threads, and Jira bugs, converting them into polished internal and external knowledge articles.
• Optimize AI Deflection & Accuracy: Directly diagnose where our customer-facing AI bots and internal agent-assist tools get confused. You will ruthlessly refine content layouts, semantic keywords, and underlying data structures to eliminate AI hallucinations and boost automated deflection rates.

• The "Scrappy" Information Architect: You have 5 – 7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale. You think in data hierarchies, taxonomies, and cross-functional structures.
• AI-First Operator: You approach problems with an AI-first mindset, instinctively looking to automate tasks and streamline manual processes before building traditional workflows. You have a proven track record of using generative AI, LLMs, and automation platforms to eliminate administrative overhead, auto-tag documentation, and orchestrate smart information pipelines.
• Independent Orchestrator: You are comfortable operating entirely alone as the sole builder of this roadmap. You excel at partnering with busy Support Leads, extraction of complex information, and turning it into organized systems without needing an active development team.
• Data & System Literate: You know how to measure the direct ROI of knowledge. You can track support ticket trends, query SQL, analyze deflection metrics, and pinpoint exactly where information gaps are impacting customer satisfaction.
• Technical Requirements:
• • Expert-level knowledge infrastructure experience (Confluence, JIRA, Salesforce Knowledge).
  • Deep familiarity with prompt engineering and the LLM landscape (OpenAI, Anthropic, Gemini).
  • Expertise in SQL/Snowflake to wrangle data and generate insights
  • (Preferable) Expert in text automation and parsing skills (e.g., Zapier, regex, AI content pipelines).
  • (Preferable) Understanding of text chunking, embedding models, and vector retrieval actually work. You know how formatting choices (like clean Markdown or structural HTML) directly affects an AI's ability to pull the right answer

Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accomodations@rippling.com

Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role.

This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.

A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below.