Build the future of the AI Data Cloud. Join the Snowflake team.

Snowflake started with a clear vision: develop a cloud data platform that is effective, affordable, and accessible to all data users. Snowflake developed an innovative new product with a built-for-the-cloud architecture that combines the power of data warehousing, the flexibility of big data platforms, and the elasticity of the cloud at a fraction of the cost of traditional solutions. We are now a global, world-class organization with offices in more than a dozen countries and serving many more.

The Senior Program Manager - Content Strategy is a new role within Support Knowledge responsible for accelerating key initiatives in efficiency and customer satisfaction by developing and implementing a robust content strategy. With thousands of currently-published articles spanning multiple technical subject matter domains, this role supports content authors and publishers to ensure content is optimized for internal and external audiences, facilitates AI ingestion of high-value content, and provides both hands-on editing as well as structured guidance.

Define and manage the support content strategy, set clear goals and success criteria for ongoing development and optimization of support content. 

Develop and maintain the content standards, style guides, and supporting materials for content authors and publishers across Snowflake Support. 

Perform edits, re-writes, and optimization of high-value content to improve user experience and aid AI ingestion. Coordinate with authors to ensure technical accuracy.

Define metadata strategy and work with technical implementation teams to develop robust metadata for existing content across multiple platforms.  

Provide mentorship and guidance to authors and publishers, lead regular reviews of content feedback to drive continuous improvement. 

Coordinate with the Knowledge Centered Support (KCS) program team to align program goals for knowledge capture, reuse, and publication with content strategy.

7+ years of experience in a content or knowledge management role within a support or customer experience organization. 

Practical experience implementing and managing a knowledge base used by internal or external audiences.

Experienced and capable content editor, comfortable editing technical material and coordinating with subject matter experts across multiple knowledge domains.

Familiarity with user experience design for content, specifically optimization of formatting and layout. Practical experience editing and formatting for AI ingestion is preferred.

Excellent communication skills and capable team player, able to work with virtual and global cross-functional teams.

Working knowledge of HTML / CSS, familiarity with knowledge management systems (Salesforce, ServiceNow, Guru), and content management systems (CMS) or web publishing environments.

A bachelor’s degree in an applicable or related field, or 6-10 years equivalent work experience.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?

The following represents the expected range of compensation for this role: The estimated base salary range for this role is $115,000 - $175,900.Additionally, this role is eligible to participate in Snowflake’s bonus and equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; at least 12 paid holidays; paid time off; parental leave; employee assistance program; and other company benefits.

Snowflake is growing fast, and we’re scaling our team to help enable and accelerate our growth. We are looking for people who share our values, challenge ordinary thinking, and push the pace of innovation while building a future for themselves and Snowflake.

How do you want to make your impact?