Rippling
Senior Program Manager, Knowledge
$93K–$164K
San Francisco, CA +2 · On-site · Manager · Full-time · Posted Oct 15, 2026
- Location
- San Francisco, CA
New York, NY
Remote (United States) - Experience
- 5–7 years in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
About the job
Owns Rippling’s internal and external knowledge roadmap, improving support documentation and AI tools to increase accuracy, efficiency, and customer self-service.
What you'll do
- Reorganize internal Confluence knowledge and expand the external help center with clear, structured documentation.
- Build workflows to capture insights from support tickets, Slack, and Jira and turn them into maintained knowledge articles.
- Improve customer-facing AI bots and agent-assist tools by refining content and data structures to reduce errors and increase deflection.
What they ask for
- 5–7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
- Expert-level knowledge infrastructure experience with Confluence, JIRA, and Salesforce Knowledge.
- Deep familiarity with prompt engineering and LLMs, including OpenAI, Anthropic, and Gemini.
- Expertise in SQL/Snowflake and ability to analyze support trends and deflection metrics.
Nice to have
- Text automation and parsing skills, such as Zapier, regex, or AI content pipelines.
- Understanding of text chunking, embedding models, and vector retrieval.
Pay
USD 98,280–147,420 per year (base salary); USD 92,820–139,230 per year (base salary); USD 109,200–163,800 per year (base salary)
Tools
Confluence, JIRA, Salesforce Knowledge, OpenAI, Anthropic, Gemini, SQL/Snowflake, Zapier
AI focus
Use generative AI, LLMs, and automation to maintain and structure knowledge, improve AI content retrieval, reduce hallucinations, and increase automated support deflection.
Model-written summary · the original posting is authoritative