Onward Search is seeking a Program Manager (Tier 2) to support a global technology company’s Customer Experience (CX) organization. The CX team is focused on delivering trusted, value-driven support through automation, self-service, and optimized user experiences.
You’ll join the CX Content team, which manages the Help Center and internal knowledge base that power customer self-service and AI-driven support. In this role, you’ll lead the execution of a large-scale Help Center Rewrite Program, ensuring customer-facing content is accurate, consistent, and aligned with company standards.
This is a 4-month remote contract ideal for a highly organized, execution-focused professional who thrives on managing complex timelines and coordinating across multiple stakeholders.

Responsibilities
Program Execution: Manage the full project plan for the Help Center rewrite, tracking milestones, dependencies, and deliverables across multiple workstreams.
Cross-Functional Coordination: Collaborate with internal partners including Product, Legal, and CX teams to drive timely reviews, unblock approvals, and maintain alignment.
Workflow Management: Maintain a central tracker capturing article ownership, taxonomy completion, approvals, and publication readiness.
Quality & Governance: Enforce process adherence, review cycles, and escalation paths to ensure content accuracy and compliance.
Reporting & Communication: Provide regular progress summaries, throughput metrics, and risk assessments to leadership; identify blockers and propose solutions.
Process Optimization: Recommend and implement workflow improvements to streamline review and publication.
Partner Enablement: Keep all stakeholders informed with clear communication around expectations, timelines, and ownership.

Requirements
3+ years of experience managing complex programs in content operations, CX, or similar areas within tech or fast-paced environments.
Proven success driving large-scale initiatives with multiple teams and tight deadlines.
Strong communication and leadership skills with the ability to align cross-functional stakeholders.
Familiarity with structured content tools such as Contentful, Jira, Asana, or Smartsheet.
Detail-oriented with strong analytical and organizational skills.
Proactive and adaptable with a solution-oriented mindset.
Bonus: Experience in crypto, fintech, or other regulated industries, or exposure to AI-driven content or localization frameworks.

Perks & Benefits
Medical, Dental, and Vision Insurance
Life Insurance
401(k) Program
Commuter Benefit
eLearning Access
Education Reimbursement
Ongoing Training & Development

To qualify for benefits, you must work over 30 hours per week and the assignment length must be a minimum of 10 weeks.

About Onward Search

Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing, and technology professionals. We work with our nationwide clients to continuously pipeline and fill specialized roles. As such, not all jobs contain an application deadline.

Equal Opportunity Employment

We are an equal opportunity employer. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected category. Candidates must be at least 18 years old to be considered for employment.
EOE/M/F/D/V/SO

Inclusive Hiring Practices

We’re committed to making every part of our hiring process accessible and inclusive. If you need any accommodations or adjustments to support you during the application or interview process, please contact us at inclusivehiring@onwardsearch.com.

Employment Eligibility

In compliance with federal law, all persons hired must verify their identity and eligibility to work in the United States. We are unable to support 1099 / Corp-to-Corp / Independent Contractor arrangements. All freelancers will be hired as W2 employees.

Benefits

We offer medical, dental, and vision insurance as well as a 401(k) retirement plan to all eligible full-time temporary employees. Onward Search is a drug-free workplace.

Virtual Interview Process

To help streamline the hiring process and ensure a more flexible and accessible experience for all candidates, we’ve partnered with Apriora, a virtual interviewing platform. For select job openings, you may receive an invitation to interview with Alex, our virtual interviewer, via email at alex@onwardsearch.com.

Alex will guide you through a brief set of questions to help us better understand your background and interests. The virtual interview can be completed on your own time, and your responses will be reviewed by our recruiting team as part of the screening process.

To learn more about the platform, visit Apriora’s website.

Job Seeker Scam Alert

We’ve become aware of fraudulent recruiters impersonating Onward Search representatives to collect personal or financial information from potential job seekers. Please be vigilant and always protect your information. Learn more about potential threats and how to protect yourself by visiting our job seeker scam alert page.