Program Development Manager, Knowledge Management & Communications

Trupanion is seeking a detail-oriented and highly organized Program Development Manager to lead internal communications, knowledge management, and process optimization initiatives for our North American Market team. This role ensures that our Territory Partners and internal teams have access to clear, accurate, and timely information, resources, and tools that support operational success.

In this role, you will manage the North American Market Teams and Territory Partner SharePoint page, manage documentation and upkeep of all processes, and manage department-wide and field communications, meetings, and announcements.

The ideal candidate is process-driven, support-minded, solutions-oriented, and has exceptional communication skills. You are someone who takes pride in maintaining resources and effective communication to ensure Territory Partners and internal North American Market team members are equipped with accurate, accessible, and effective information to drive success. You understand the importance of timely, accurate communications and thrive in a role where attention to detail, responsiveness, and cross-functional collaboration are key. 

This is a remote position open to candidates in the United States & Canada. 

Key Responsibilities

Knowledge Management

• Lead the development, organization, and maintenance of key internal resource libraries and SharePoint knowledge base for Territory Partners & all North American Market Internal Teams.
• Ensure content is well-organized, regularly updated, accurate, and accessible.
• Define and implement best practice standards for documentation, resource management, and knowledge base audits.
• Collaborate with leadership and Team/Channel managers to ensure all team processes and resources are clearly documented and available to appropriate roles.
• Capture and standardize institutional knowledge from subject matter experts.
• Partner with leadership and end users to identify content gaps and improve knowledge base usability.

Internal Communications

• Create and manage internal communications that inform and align field and channel teams on new programs, updates, resources, and key initiatives.
• Manage the Territory Partner Newsletter and department wide communications.
• Draft concise, actionable messages that support clarity, consistency, and adoption of new tools or processes. 
• Plan, facilitate, and recap department wide meetings – to include agenda topic planning with stakeholders, meeting content management, facilitating the meeting, and providing clear and detailed meeting recaps.
• Organize and run focus groups to gather feedback and inform content or process improvements.

Field Team Support and Collaboration

• Partner with regional leaders and TPs to understand resource needs, pain points, and opportunities for support. 
• Respond to inquiries, escalate blockers, and ensure continuous feedback loops from the field into internal teams. 
• Help field teams feel informed, empowered, and connected to core initiatives. 

Process and System Optimization

• Identify opportunities to streamline internal communication and knowledge-sharing workflows.
• Work cross-functionally with leadership, team managers, marketing, technology, learning & development, and program managers.
• Drive continuous improvement in internal processes for efficiency and scalability.

Skills & Experience

• 2+ years of experience in program management, communications, or operations roles. 
• Proven experience managing an internal knowledge base.
• Excellent written and verbal communication skills, with an ability to translate complex updates into clear, user-friendly messages.
• Highly knowledge of channel processes, programs, systems, and functions.
• Highly organized with excellent attention to detail and project management skills.
• Able to work independently without consistent oversight.
• Strong follow-through, accountability, and a customer service mindset.

Compensation

• The salary range for this position is $58,360 USD - $100,000 USD on a full-time schedule. 
• Along with base salary, Trupanion employees may be eligible for monthly bonuses. 
• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years.  

Additional Information

Benefits and Perks

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.