Content Manager

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Description: Are you a versatile, analytical problem solver? Can you communicate complex and technical business concepts in appealing online support content? Our Client's Mobile Customer Service Knowledge Management team is looking for a Content Developer to create and manage highly digestible English content that's easy to find and use.

The ideal candidate will:
- Collaborate with partner teams across the company to advocate for and document Customer Service policies
- Optimize support content for usability and accessibility while maintaining a high bar for quality
- Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development
- Improve business metrics and content development processes using data analysis
- Use sound business judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action
- Build knowledge using clear, concise, visually appealing, and customer-focused content
- Use superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of our client.
- Manage several complex projects simultaneously while maintaining a sense of hustle
- Identify opportunities to improve content development processes and tools

Basic Qualifications
- Bachelors Degree in business, Library Science, Information Architecture, Multimedia, Technical or Media Communications, or a related discipline
- 2+ years of related professional experience
- Demonstrated project management experience
- Experience working in a cross-functional team
- Exceptional writing skills
- Data analysis skills; bias for data-based decision making
- Ability to multitask in a fast-paced, technical environment
- Proficiency in Microsoft Office applications
- Experience working with a CMS platform

Preferred Qualifications
- Graphic design experience
- Background in taxonomy
- Intermediate HTML and/or XML skills
- Background in Operational Excellence or Lean