The Content Manager will develop and execute a content strategy to enhance customer service operations, reduce contacts, and improve self-service and automation. This role requires collaboration with various teams to ensure a best-in-class customer experience.

Responsibilities:

• Develop content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation and providing a best in class customer experience.
• Establish a voice and tone guidelines for all customer service communications and assure compliance by contributors.
• Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand.
• Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service.
• Develop an editorial calendar and leverage data around content usage to guide focus
• Partner with training team to keep training current with updated content.
• Identify low-performing customer service areas using data analytics (Tableau, CRM system, Customer Satisfaction), to identify new content needs or enhance existing ones.
• Ensure compliance with law (e.g. copyright and data protection)

Experience:

• Minimum 5 years in content management, including managing indirect reports and contract resources.
• BA or BS degree in Journalism, English, Marketing, Communications or other relevant fields

Skills:

• Proven work experience as a Content manager with experience managing indirect reports and contract resources.
• Experience with content management systems and ticketing systems such as Jira, Zendesk and sprinklr.
• An understanding of content usage tracking systems and an ability to analyze that usage to optimize performance and impact.
• Ability to work independently and manage vendor-training groups to deploy training effectively
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques
• Extensive experience with MS Office
• Knowledge of SEO and web traffic metrics
• Excellent writing and editorial skills
• Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues
• Good organizational and time-management skills