Program Manager, Member Services Content & Communications
The Program Manager, Member Services Content & Communications at Rue Gilt Groupe plays a pivotal role in enhancing the luxury customer experience by developing clear, engaging, and effective content for both member services agents and members. This position is integral to the Customer Service team, which operates fully remotely to provide world-class service across Rue La La, Gilt, and Shop Premium Outlets. The company is committed to fostering a culture of continuous improvement and excellence in customer engagement.
Key responsibilities include designing, developing, and maintaining training materials for customer service agents, encompassing onboarding programs, refresher courses, process updates, and learning modules. The role involves creating engaging content using various formats such as videos, interactive modules, infographics, and gamified learning to cater to diverse learning styles. Additionally, the Program Manager is responsible for managing agent-facing knowledge base articles, job aids, and standard operating procedures, ensuring they are accurate, easily navigable, and optimized for AI-powered tools to support scalable and consistent support.
The ideal candidate possesses strong writing and editing skills, with the ability to adapt tone for agents, internal stakeholders, and luxury consumers. Experience in creating training materials, knowledge base content, or internal communications within a customer service or e-commerce environment is essential. The role requires strong cross-functional collaboration and stakeholder management skills, comfort working in a fast-paced, evolving environment with multiple priorities, and proficiency with content creation tools such as Gemini, LM Notebook, Canva, Loom, Camtasia, or Articulate. A bachelor's degree in communications, marketing, education, organizational development, or a related field is required, along with 3-5 years of experience in content creation, communications, knowledge management, training, or curriculum design.
The position offers a competitive salary range of $95,000 to $115,000 per year, depending on experience and qualifications. Rue Gilt Groupe provides a comprehensive benefits package, including bonus/commission opportunities, stock options, 401(k) participation, paid time off, and medical, dental, vision, and basic life insurance. The company is committed to supporting, rewarding, and compensating the entire individual, ensuring a balanced and fulfilling work experience.
Rue Gilt Groupe is dedicated to fostering an inclusive environment where every associate is empowered to learn, grow, and bring their full self to work. The company values diversity, collaboration, and innovation, offering opportunities for career progression and personal development. Associates enjoy a flexible work environment, with options for remote work and hybrid schedules, promoting a healthy work-life balance.