Program Manager, Member Services Content & Communications
Remote USA, Boston, MA, United States, New York, NY, United StatesRemoteEst. $95K – $115K
Posted Apr 14, 2026
Title of role: Program Manager, Member Services Content & CommunicationsLocation: 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 Operations leaders to identify content gaps and continuously improve learning effectiveness and agent readiness. - Move beyond text-heavy desks and create engaging content using videos, interactive modules, infographics, and gamified learning that caters to diverse learning styles
Agent-Facing Knowledge & Help Content
Own and maintain agent-facing knowledge base articles, job aids, and standard operating procedures ensuring ease of navigation, accuracy, and optimization
Collaborate with cross-functional partners to create content related to policy updates, tool enhancements, and operational changes. - Ensure agent-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality agent & member experience. Member-Facing Service Content
Create and update member-facing content, including Help Center articles, FAQs, policy explanations, and transactional messaging to reduce friction and promote self-service
Ensure all member-facing content reflects the luxury brand voice while clearly setting expectations and helping reduce inbound contacts. - Ensure member-facing content is structured, standardized, and optimized for AI-powered tools to enable accurate, consistent, and context-aware support at scale while maintaining a high-quality member experience. Agent Facing Communication
Support internal communications and engagement initiatives within the Member Service organization, including change communications, operational updates, and recognition content. - Curate Flash Alerts and Reminders to ensure agents are aware of recent changes, outages, or policy shifts. Content Governance & Optimization
Establish content standards, templates, and best practices across training, agent-facing, and member-facing materials. - Track content performance and engagement metrics (e.g., article usage, training completion, contact drivers) and use insights to iterate and improve effectiveness. - Manage content calendars, updates, and version control to ensure consistency across channels and audiences. Experience and Background Needed:
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 in a customer service or e-commerce environment. - Strong cross-functional collaboration and stakeholder management skills. - Comfort working in a fast-paced, evolving environment with multiple priorities. - Proficiency with content creation tools (e.g., Gemini, LM Notebook, Canva, Loom, Camtasia, or Articulate) to build visually compelling content and training. - Education
Bachelor’s degree in communications, marketing, education, organizational development or related field required
Experience leveraging AI tools to support content creation, editing, summarization, and optimization while maintaining quality, accuracy, and brand voice. - Experience optimizing content for AI-driven search and automation
Ability to use data to inform content gaps and performance
*The above statements are intended to describe the general nature and level of work being performed by employee(s) assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employee(s) assigned to this job. Rue Gilt Groupe reserves the right at any time, with or without notice, to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities within your general skill set or capabilities. Rue Gilt Groupe is proud to be an Equal Opportunity workplace. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may also include bonus/commission, stock options, 401(k) participation, paid time off, medical, dental, vision and basic life insurance. Therefore, final offer amounts may vary from the amount stated. We Encourage You to Apply:
At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don't check off every qualification in the job description, that's okay. We encourage you to apply to any role that excites you and sparks delight! We can't wait to learn more about you. Work Authorization
Rue Gilt Groupe requires all applicants to be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future. ABOUT US:
Ready for the most memorable – and stylish – experience of your professional career? Then join us at Rue Gilt Groupe. Combining three complementary brands, Rue La La, Gilt, and Shop Simon, we are the premier off-price e-commerce portfolio company. Our model defined the online treasure hunt through its daily sale events allowing our customers to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail. We believe in fashion for all, sparking delight through daily discovery and shopping as an occasion to celebrate! World-class merchandising, technology and marketing bring our shopping experience to life, and we hire world-class people to do it. Living our values and being empowered, tenacious, passionate, collaborative, innovative, and kind is something we strive for every single day. We meet over coffee and brainstorm new ways to spark delight for our members. Volunteer on- and off-hours together. Plan some serious surprises for our coworkers, because nothing ignites innovation like a breakfast cereal buffet or an afternoon slice of cake. And we don't hesitate to use our associate discount – after all, we're as enthusiastic about style as our customers. The way we work? It's so much more than what happens between the weekends. It empowers us to think, create, and innovate, so we can deliver the first-rate experience today's customer’s demand. Rue Gilt Groupe GDPR/CCPA Pre-Collection Notice for Job Applications: We collect personal information (PI) from you in connection with your application for employment with Rue Gilt Groupe, including identifiers, contact information, employment and education history, and related information. We use this PI for purposes related to evaluating your application and potential employment. Depending on your location, you may have rights under GDPR or U.S. state privacy laws. For additional details or if you have questions, please see our GDPR Applicant Privacy Notice and CCPA Applicant Privacy Noticeor contact us at recruitingcoordinator@ruegiltgroupe.com.
