- Own the end-to-end communication strategy for process servers, including app updates, policy changes, onboarding touchpoints, and performance-related messaging
- Develop and implement structured communication plans that replace ad hoc outreach, ensuring messaging is clear, timely, and coordinated across teams
- Translate complex operational and compliance information into clear, concise, and actionable messaging for a non-desk workforce
- Design and deliver onboarding and training content tailored for independent contractors, using accessible, flexible formats (e.g., short-form, mobile-friendly content)
- Audit and continuously improve educational content, focusing on what drives real behavior change rather than content volume
- Manage and maintain the knowledge base, ensuring all process server–facing resources are accurate, up to date, and easy to navigate
- Identify and act on operational feedback signals, including support ticket trends, content gaps, and areas of confusion, and translate insights into content or process improvements
- Partner cross-functionally with teams such as Support, Product, and Operations to align messaging, sequence communications, and ensure consistency
- Collaborate with Engagement & Retention partners to support community initiatives through clear, consistent messaging that reinforces tone and brand
- Prepare internal teams for external communications by providing context, messaging guidance, and toolkits to ensure a seamless support experience
CRMHubSpot