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Project Manager - Content Management & Technical Writing

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Our client, a major consumer electronics company, has a long-term contract (1+ years) for a Project Manager to support their Help Content team in San Jose.

As a Project Manager you will be responsible for managing all activities associated with the creation, posting and maintenance of self-help content (web, mobile, print) that allows customers to resolve issues with their products. You will define the processes and procedures fto improve upon how we manage content most effectively. You will create reports that highlight the team’s accomplishments that get distributed to the leadership team.

You will also lead efforts to evaluate and implement new tools and processes that improve the efficiency of managing the Company’s 100K article content repository. You will coordinate activities to analyze the existing capabilities and determine what enhancements will deliver the greatest benefit for serving customers. You will work with existing customer support teams to understand their most common issues and how Company’s self-help content can proactively assist customers. When process gaps are identified, you will lead efforts to bring together cross functional stakeholders to help identify and implement a solution.

Duties and Responsibilities:
- Project Manage all aspects of Company’s Self-Help Content Management Team
- Create and continuously refine process flow documentation that outlines the steps to efficiently manage content within a highly matrixed technical organization
- Manage schedule of the implementation of new content management technologies
- Work closely with content Quality Assurance to understand current Key Performance Indicators and manage activities to improve
- Interact with customer service Program Managers to capture deliverables and manage the project schedule for self-help content
- Manage weekly content management reports that get distributed to leadership
- Develop process flows for content creation and maintenance
- Build cross functional relationships with key stakeholders responsible for consuming, developing and maintaining Company’s self-help content

Required Skills and Experience:
- Program management/project management prior experience or similar
- Prior experience working within content management, tech writing or customer service with a product/service company, documentation outsourcing firm or similar
- Passionate about delivering upon project expectations and keeping efforts on time
- Detailed oriented to identify risks and investigate steps for mitigation
- Relentless attitude in driving the completion of many activities required for a product launch
- Possess excellent listening and problem-solving skills
- Highly proficient in use of Microsoft Excel, Word, Visio
- Collaborative team player with a “can do” first attitude
- Referenceable experience managing complex projects across several cross functional teams
- Have the ability to work under tight deadlines
- Bachelor’s degree in a technical, business, or analytical field (mathematics, CS, engineering or related field)
- 5+ years in product management, program management or project management
- Minimal travel required

Additional Desired Skills:
- Microsoft Project or similar project management tools
- Program management/project management certifications

Education:
- Bachelor’s degree in a technical, business, or analytical field (mathematics, CS, engineering or related field)

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