Content Manager - 13588
Location: Ridgefield Park, NJ OR Plano, TX
Length of Assignment: 12+ months
Schedule: Hybrid, M-Th onsite, Friday WFH
Our client is looking for a strong Content Manager to develop a content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation and providing best-in-class customer experience. The right candidate for the role will establish voice and tone guidelines for all customer service communications and ensure compliance by contributors.
The Content Manager will also 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. They will also 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, and ensure compliance with law (e.g. copyright and data protection).
Skills and Qualifications:
- Proven work experience as a Content manager with experience managing indirect reports and contract resources.
- Must have experience with content management systems and ticketing systems such as Jira, Confluence, Zendesk and Sprinklr.
- Minimum of 5+ years’ relevant work experience working with Content Management
- Education: BA or BS degree in Journalism, English, Marketing, Communications or other relevant fields
- Must have experience writing content for new products, guides, policies and procedures, help pages, etc.
- Must be able to meet deadlines and work in a fast paced, ambiguous environment
- Proven work experience working with HTML
- Must have excellent communication and collaboration skills
- 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