Sr. Content Manager, Learning & Enablement (Customer)

Insurance touches people during some of the most challenging moments in their lives. Hi Marley is on a mission to transform how the P&C industry communicates, making those moments faster, easier, and more empathetic for carriers and the customers they serve. We build AI-powered software that keeps everyone in the claims conversation informed and connected. If you believe insurance can combine operational excellence and automation with a human touch, we’d love to meet you. As Sr. Content Manager, Learning & Enablement on the Customer team, you will build and run the engine behind Hi Marley’s enablement content: auditing what exists, governing what stays current, and designing and creating the materials that help customers and internal teams put what we ship into practice. This is a senior individual-contributor role — your authority comes from owning the content system end to end, not from managing a team. This role is distinct from Learning & Enablement strategy, Product Marketing, and Release Governance. As a comparison, you will not set L&E’s overall priorities or operating model, own external launch messaging, or govern release timelines. Instead, you will own the full lifecycle of enablement content — from audit through creation to measurement — and set the design standards that make that content effective. Teamwork and shared enthusiasm are a core part of our culture, which is why this role involves joining us in the Boston office for 3 days each week.

Govern & Audit Enablement Content:

Audit existing enablement content across channels (Help Center, release materials, training assets) to identify what’s current, what’s stale, and what’s missing Define and maintain a taxonomy and organizing structure so any team member can answer “what exists for this topic or customer” without hunting for it Establish content standards — format, tone, accuracy, and update cadence — and a repeatable process for keeping content current as the product evolves Own the enablement content system as a source of truth, in partnership with Product’s documentation efforts Design & Create Enablement Content Lead the design and creation of Hi Marley’s highest-stakes and most complex enablement materials — content that requires real instructional design, not just documentation Define the design frameworks and quality standards that other content contributors follow, grounded in adult learning principles Develop reusable, modular content formats (learning in the flow of work pop-ups, guides, walkthroughs, quick references, video) that reduce one-off creation across the team Use feedback and usage data to measure and continuously improve content effectiveness, not just accuracy Maintain the Customer-Facing Help Center Own ongoing accuracy, consistency, and clarity of Help Center content Proactively identify and refresh outdated content rather than waiting for it to be flagged Ensure content reflects real customer workflows, not just feature descriptions Execute Release Enablement Partner or consult as needed with Product and Product Marketing to translate releases into practical enablement materials Ensure release-related content is discoverable within the same governed system as everything else Partner Cross-Functionally to Improve Process & Efficiency Collaborate with Product, Product Marketing, Operations, and Customer Success to gather accurate inputs and understand how content is used Track recurring questions and gaps to translate them into content improvements Leverage AI and modern tooling to increase content speed, consistency, and quality Identify incremental improvements to the content governance system over time