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Content Manager -Tech Writing background, SEO a plus

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The Content Technical Manager responsiblities are to read and review all customer support portal content for use and applicability for client based support portal. Provide feedback on work required to write, edit, and update content, for site inclusions, policy needs and while adhering to in-house style guidelines. Address update requests, clarifying details when necessary; and make comprehensive changes to reflect consistent information for client site. Create the optimum guest experience and reduce guest-service issues by writing streamlined self- service action steps while carefully determining appropriateness of content and the need for additional details. Provide excellent customer service by responding in a timely, professional manner upon completion of content requests; and explaining why all or part of the request could not be fulfilled, when necessary. Proactively help to improve processes, implement projects, create documentation, and incorporate perspective to ensure a comprehensive job is done. Assist in meeting overarching content goals by handling other writing, editing, and project tasks, as assigned.

The Content Manager helps customers and agents solve problems by delivering the right solution at the right place at the right time. The CM is accountable for creating, maintaining, and optimizing text articles on a global scale. You will partner closely with editors and subject-matter experts to translate complex processes into simple, end-user-focused solutions. As owner of a content library, you will anticipate customer and agent needs related to your assigned products and services and participate in the continuous evolution of our content management program.

Key Responsibilities:
• Work with business teams to develop global content that drives user engagement and decreases call propensity
• Ensure content is accurate, functional, and relevant
• Make content updates as data and/or business needs change
• Enact regular audits of content library to ensure adherence to content management principles and business rules
• Set and enforce standards for quality, scope, and usability of content
• Create, edit, update, and publish content across multiples sites

Qualifications:
• Preferred background: Technical writing
• Five years of relevant writing / editing / publishing experience
• Excellent written and oral communication skills
• SEO experience a plus • JavaScript experience a plus
• Ability to deal with ambiguity and change within a fast-paced environment
• Ability to follow processes and juggle competing priorities
• Ability to synthesize complex processes into simple and engaging language
• Clear track record of helping customers/partners/clients achieve and evolve business results
• 2-3 years’ experience working in a content management system
• 3-5 years’ experience working with HTML, Excel, Word, and Web Publishing tools
• Demonstrated skills and success in process improvement design and workflow analysis

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