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Content Manager

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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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