About the roleReporting to the Senior Manager, Content Strategy and Governance, you'll help set the content strategy for self, guided and assisted service. You will be involved crafting content strategies that scale.
What You Will Accomplish- Define and evolve content strategies for self-service, guided, and assisted support experiences that improve customer outcomes and scale across channels.
- Use customer insights, content audits, and performance data to identify opportunities, measure impact, and continuously improve content experiences.
- Build and maintain governance frameworks, operating procedures, content standards, and delivery plans that support consistent, high-quality content.
- Partner with Content Design, Product, Platform, UX Research, Brand, Engineering, and CS Tech teams to ensure content strategy is integrated into planning and decision-making.
- Improve content authoring, management, and delivery capabilities by working closely with platform teams and recommending new tools, technologies, and approaches.
- Lead content planning and needs assessments across a portfolio of work while collaborating with global partners across North America, Europe, and Australia.
What You Will BringRequirements- 5+ years of experience in content strategy, content design, knowledge management, or a related field, with a track record of delivering customer-focused content solutions.
- Strong communication and storytelling skills, with the ability to explain content strategy concepts clearly and influence decisions across.
- Experience developing content strategies for complex, multichannel environments that support a variety of customer journeys and business needs.
- Knowledge of content management systems, content operations, governance practices, and modern content design methodologies.
- Experience using tools such as Oracle KM, JIRA, and other content, service, or workflow management platforms.
- Bachelor's degree or equivalent experience in English, Journalism, Library Science, Communications, Marketing, Human-Centered Design, or a related discipline.
Preferences- Experience supporting knowledge management programs that improve content quality, consistency, discoverability, and customer outcomes.
- Experience applying AI and agentic AI solutions to enhance content creation, content operations, knowledge management, or customer support experiences.
Additional DetailsThe base pay range for this position is expected in the range below:
105,000-115,000
Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
