Program Manager, Member Services Content & Communications

Job description

Title of role: Program Manager, Member Services Content & Communications Location: Remote but if in NY, Boston (2 days in office) Approved Salary Range: $95,000-$115,000 About the Role: The Program Manager, Content & Communications plays a critical role in enabling a luxury customer experience by developing clear, engaging, and effective content for both member services agents and members. This role is responsible for training content creation, agent-facing knowledge resources, and member-facing help content. This role partners closely with MS Training, MS Operations, and MS Operations Excellence teams to ensure content is accurate, timely, scalable, and aligned with both operational needs and luxury brand standards. Key Responsibilities: Training & Agent Enablement - Design, develop, and maintain training materials for customer service agents, including onboarding, refresher training, process updates, and learning modules. - Develop refresher modules and tips/tricks series to keep tenured agents sharp and engaged - Translate complex policies, systems, and workflows into clear, actionable training content that supports agent confidence and performance. - Partner with Training and O...