Manager I, Content Program Management
New
Reside only in the approved states of Florida, Georgia, Idaho, North Carolina, Texas and MichiganFull-TimeManager
Salary90,654 - 128,513 USD per year
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Job Details
- Experience
- 2+ years of experience as a people manager and content leader; 2+ years of experience in business analysis, program management, and project management
- Required Skills
- Project ManagementData AnalysisStakeholder management
Requirements
- 2+ years of experience as a people manager and content leader within an operations, customer service, or other customer-facing environment.
- 2+ years of experience successfully applying the principles, standards, and tools associated with business analysis, program management, and project management.
- Current knowledge of effective content and knowledge management methodologies, techniques, and practices.
- Experience managing and using various knowledge base tools and help center systems.
- Strong data analysis skills and financial acumen.
- Ability to build and foster strong stakeholder relationships, establish trust, and achieve alignment across the organization.
- BA/BS degree or equivalent professional experience.
Responsibilities
- Lead, coach, and develop a team of Content Writer/Editors based across global locations.
- Co-own the knowledge base content strategy for frontline employees, ensuring agents can quickly find accurate, up-to-date information.
- Identify and solve for gaps and emerging needs in knowledge management program and process capabilities.
- Evaluate opportunities to leverage AI-powered content and search tools.
- Drive go-to-market program, project, and process management for content and knowledge management across Operations customer service.
- Elevate teams' knowledge and expertise in the use of project management methodologies and tools.
- Assess the success and impact of the knowledge base and content programs through data analysis and stakeholder feedback.
- Build a roadmap, prioritize initiatives, and coordinate across cross-functional teams.
- Routinely review key milestones with senior leaders and troubleshoot roadblocks.
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