Roadie

Operations

• Lead and develop the CX Process and Content teams
• Set priorities and standards and coach team members for growth
• Own SOP creation and maintenance for agent-facing processes
• Oversee process mapping and documentation across CX segments
• Manage the lifecycle of internal knowledge base articles, job aids, reference materials, and external help center content
• Own knowledge base strategy and platform management across internal and external content
• Establish documentation governance, version control, review cadence, approval workflows, and content retirement
• Define, track, and report documentation health and success metrics
• Partner with Training Delivery/Instructional Design to align process and content changes with curriculum and nesting materials
• Partner with Quality to convert QA findings and process gaps into clearer processes and content
• Manage BPO-facing process and content updates across partner sites
• Collaborate with CX leadership, Product, and Marketing on feature launches and policy updates

Manager, Process & Content

People Operations

• Serve as a trusted thought partner to leaders, helping shape and execute people strategies
• Own employee relations end to end, including inquiries, accommodations, investigations, and performance matters
• Coach and advise people managers on performance, team effectiveness, development, and organizational change
• Maintain compliance with wage and hour, leave, accommodations, and documentation requirements
• Own performance cycles, calibration, and career conversations
• Strengthen job architecture and career frameworks
• Leverage people data and insights to identify trends and inform decisions
• Support engagement, culture, and development initiatives
• Support onboarding, benefits administration, and people systems operations

Senior People Partner

Customer Support

• Provide phone, email, and text-based support to customers, partners, users, and community members
• Address customer concerns using active listening
• Balance efficiency and speed with a high-quality customer experience
• Monitor in-progress deliveries and take corrective action when necessary
• Manage non-standard delivery situations with professionalism, empathy, and urgency
• Use Salesforce and internal tools to log interactions and solve issues
• Collaborate with various Roadie departments to ensure a seamless delivery experience

Manager, Process & Content

Senior People Partner

Customer Support Specialist