AI Content Program Manager, Chatbot

Job description

HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance - not replace - independent professionals. HoneyBook’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter. Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and maintain a growth mindset. We know experience comes in many forms - some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually curious environment and have relevant experience, we encourage you to apply. ## **About the role** As an **AI Content Program Manager**, you'll sit within the Knowledge & Instructional Content team (KIC) that supports both our members (customers) and our Support Specialists. You'll own the strategy and execution of our support chatbot, the front line for how members get fast, accurate answers, and you'll support the full lifecycle of the Help Center articles and internal Support documentation that feed it. You'll set the direction for how our chatbot resolves member issues, from what it should be able to handle to how content gets structured so it can act on it, and you'll build the Help Center content and Support documentation that equip Support Specialists with clear, dependable guidance across every channel. From building new content to optimizing existing workflows, your work will directly influence the clarity, consistency, and effectiveness of our member and agent experiences. Every article you publish, update, or structure directly determines how members get fast, accurate answers. AI resolution is one of the most important levers the team owns, and you're accountable for moving it. As chatbot resolution matures, you'll set the strategy for how we prioritize and structure content investment across the AI resolution funnel. ## **Here are a few of the things you will do** - ***AI Resolution Strategy:*** *Own the analysis of chatbot resolution data in partnership with Member Care and AI Operations, identify where content gaps are limiting AI resolution rates, drive the roadmap for what gets built, updated, or restructured next, and help evaluate whether a single-platform or multi-platform chatbot strategy best serves our members.* - ***Chatbot Build & Configuration:*** *Work directly in our chatbot platform (currently Intercom) to configure and maintain our support chatbot, and use Claude Code to build and maintain the data connectors that power it.* - ***AI Process Innovation:*** *Go beyond using LLMs for drafting, content gap analysis, and basic data synthesis. Identify where AI can change how the team works, and own the evaluation and rollout of new AI tools and workflows.* - ***App Development:*** *Build functional internal tools using no-code/low-code platforms (such as Lovable) to solve real team friction points. You'll ship internal tools frequently, with support and context from the team.* - ***AI-Driven Content Strategy:*** *Utilize Large Language Models (LLMs) for drafting, brainstorming, and basic data synthesis to accelerate content production.* - ***Member-Facing Support:*** *Support the creation, maintenance, and ongoing improvement of member-facing Help Center content that supports fast, accurate self-serve resolution.* - ***Technical Documentation:*** *Write clear, actionable technical how-tos and process documentation that guide members and Support Specialists to the most efficient and effective resolution.* - ***Internal Governance:*** *Help maintain internal Support documentation so it is clear, accurate, and structured for both human and AI-assisted resolution. In practice, this means writing procedures our Support bot can act on, documenting decision logic for connector builds, and incorporating QA findings into content revisions, as well as human-readable accuracy. The quality of this documentation is a direct input to how effectively AI resolves member issues at scale.* - ***Cross-Functional Collaboration:*** *Own the working relationship with Member Care, Product, QA, Marketing, and cross-functional partners to anticipate content needs, set priorities, and ensure documentation reflects current product behavior.* ## **Here is what we're looking for in a candidate** - ***AI Expertise:*** *You go beyond using AI tools like Gemini and Claude to draft and brainstorm. You understand how chatbot content architecture affects resolution rates, and you can bring informed opinions to conversations about AI strategy, not just execute against it. You can learn new tools quickly and are curious about how technology can make your content, and the systems it feeds, more effective.* - ***Technical Fluency:*** *You have hands-on experience working in chatbot platforms such as Intercom (our current platform). You'll use Claude Code daily to build and maintain data connectors, so prior experience with it is ideal, though comparable experience with similar technical tools works too. You're comfortable owning the technical side of chatbot configuration, not just the content that feeds it.* - ***Strong Communication:*** *You possess strong writing skills and can take a complex product and make it easy to understand through structured, action-oriented documentation.* - ***Data-Driven Mindset:*** *You have an understanding of how analytics impact strategic decisions and guide content prioritization and search optimization. You are comfortable reviewing chatbot resolution data or Help Center analytics to identify gaps and prioritize what to write or update next.* - ***Systems Thinking:*** *You have a strong grasp of systems thinking and independently connect documentation to Support workflows and Member Care operations, spotting cross-team dependencies before they become blockers.* - ***Efficiency & Growth:*** *You love finding opportunities to improve existing content and can independently move projects forward while balancing multiple priorities.* ***The good stuff:*** ***Mission-driven:** You'll be joining more than just another startup. Our members’ success is at the heart of everything we do.* ***Impact:** We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box thinking and innovation; be ready to fail fast and often!* ***Compensation:** We offer a competitive salary and meaningful equity grants.* ***Benefits & perks:** From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.* ***Our core values:*** ***People come first:** We prioritize people as we explore opportunities and work through challenges.* ***Raise the bar:** We push for greatness—for ourselves, each other, and our members.* ***Own it:** Trust and ownership let us make decisions with confidence.* ***We love what we do:** We bring passion to our work and love what we create for our members.* ***Keep it real:** Authenticity, respect, and transparency are at our core.* *The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $150M in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M, and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures, and 01 Advisors.* **Follow us on** [**LinkedIn**](https://www.linkedin.com/company/honeybook/)**,** [**BuiltIn**](https://builtin.com/company/honeybook) **and** [**Instagram**](https://www.instagram.com/wearehoneybook/) **to catch the latest stories about HoneyBook.** Applicant Information When you apply for a job or an independent contractor/agent position with HoneyBook, we collect the information that you provide in connection with your application. This includes name, contact information, professional credentials and skills, educational and work history, and other information that may be included in a resume or provided during interviews (which may be recorded). This may also include demographic or diversity information that you voluntarily provide. We may also conduct background checks and receive related information. We use applicants’ information to facilitate our recruitment activities and process applications, including evaluating candidates and monitoring recruitment statistics. We use successful applicants’ information to administer the employment or independent contractor relationship. We may also use and disclose applicants’ information (a) to improve our Services, (b) as otherwise necessary to comply with relevant laws, (c) to respond to subpoenas or warrants served on HoneyBook, and (d) to protect and defend the rights or property of HoneyBook or others. Access our [Privacy Policy](https://www.honeybook.com/terms/privacy) .