Senior Manager, Knowledge Strategy

Who We Are:

SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.

How you'll make an impact:

SiriusXM is looking for an experienced Knowledge & Digital Success Strategist to help with our customer-focused support. This role will be instrumental in driving the design, development, and implementation of a robust self-service experience for SiriusXM's customers, utilizing Knowledge Centered Service (KCS) best practices to ensure that content is accessible, relevant, and customer-centric. The ideal candidate will have a strong background in content strategy, self-service optimization, and program management with a focus on enhancing digital customer support.

What you'll do:

As the Senior Manager, Knowledge Strategy, you'll be at the forefront of transforming how we deliver knowledge and support to our customers and internal teams. You will lead the end-to-end Knowledge-Centered Service (KCS) program, shaping strategy to drive adoption across the organization and ensure our practices align with both customer needs and company goal.

Your guidance will be crucial as you manage the KCS Council, serve as an advocate for industry-leading practices, and maintain our KCS v6 Certification. You'll be a strategic partner to internal teams, embedding KCS principles into day-to-day workflows and overseeing key metrics to monitor and optimize performance.

You will also co-own the vision and execution of our Help Center strategy. This includes optimizing site architecture for intuitive self-service, collaborating with cross-functional partners (UX/UI, developers, product managers), and using analytics and user feedback to refine the experience. You'll explore opportunities to extend help content across digital touchpoints, making information more accessible and effective for customers.

You will be the Knowledge Admin, helping to design and configuration of our knowledge base within Salesforce Service Cloud and Experience Cloud. You'll translate user needs into actionable deliverables, collaborate with technical teams, and ensure seamless functionality during releases-while also leveraging AI to enhance the creation and delivery of content.

Lastly, you'll play a pivotal role in shaping our content strategy. You'll guide the creation of customer-facing knowledge articles and FAQs, conduct audits to ensure clarity and alignment with brand and KCS standards, and use data-driven insights to identify gaps and prioritize improvements. Your collaboration with support teams and subject matter experts will ensure that our content answers real customer needs and drives self-service success.

This is an exciting opportunity to lead a high-impact program, influence company-wide customer experience, and be part of a forward-thinking team that values innovation, collaboration, and continuous improvement.

What you'll need:

• 7+ years of experience in KCS program management
• Knowledge of KCS: KCS Practices v6 Certified.
• Proficient in content or knowledge management systems (e.g., Salesforce Knowledge, Contentful, Google Drive, Confluence, or similar) and CRM integrations.
• Content strategy, and/or digital self-service experience, preferably in a customer-focused industry.
• Project Management: Proven ability to manage complex projects from inception to completion, ensuring timelines, budgets, and quality standards are met.
• Analytical Skills: Strong data analysis skills, with experience leveraging web analytics tools (e.g., Google Analytics, Adobe Analytics) to inform strategy.
• Communication: Excellent written and verbal communication skills, with a knack for translating complex concepts into clear, accessible language.
• Collaboration: Strong interpersonal skills, with experience working cross-functionally in fast-paced, agile environments.
• Familiarity with SEO best practices for content optimization.
• Experience in the audio entertainment, media, or telecommunications industry preferred.
• Experience using customer feedback platforms and tools, such as Qualtrics, to gather and analyze customer insights preferred.
• Experience leveraging AI for process improvement and support answers preferred.
• Must have legal right to work in the U.S.

At SiriusXM, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the base salary for this position to be in the range of $100,000 - $128,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.