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Site Manager

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The goal is to improve the customer, partner and agent experience with the following responsibilities:

* Quality Content Creation
• Use content style guide and content creation guidelines create quality technical content
• Maintain style guide and update SharePoint site as necessary
• Help train others as needed on content creation tools and processes.

* Requirements
• Strong oral and written communication skills, business acumen and business decision making skills.
• Ability to work effectively in a constantly changing environment, prioritize multiple tasks, work under minimal/remote supervision/direction and provide frequent status updates while juggling multiple tasks.
• Demonstrated success in dealing with ambiguity.
• Excellent facilitation, problem resolution, cross group collaboration and organizational agility skills.
• Exceptional organizational skills.
• Strong project management skills.
• Ability to effectively negotiate cross functional solutions
• Experience in a customer facing service organization preferred.

* Job Responsibilities
• Maintain a strong working knowledge of the support model, timelines and issues.
• Monitor the daily Content Idea; maintain Alerts, Best Bets and content published in Portal.
• Conduct data gathering and analysis to discover information needed to update/create processes.
• Maintain documentation of process overviews, details and process flows using Visio and post on designated SharePoint site.
• Identify and collaborate with the necessary stakeholders for feedback and buy in for processes changes.
• Define areas of opportunity and make recommendations to standardize, improve or redesign content to meet customer needs and discuss with Operations PM.
• Monitor and report on the impact of process improvements.

The candidate should have at least 3-5 years of work experience to be considered for the event. The final selected candidate will work onsite with time frame from Sept 2012 to June 2013.

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