Responsibilities

• Author, audit, and maintain accurate, clear, and actionable help and enablement content for supply partners across our self-service platforms, ensuring content meets accessibility, inclusion, readability, and translation standards
• Own the content strategy for the partner help space, developing frameworks, taxonomies, and structured approaches that make content scalable, findable, and reusable, and designing solutions that improve content systems, overcome technical constraints, and reduce content debt
• Apply a combination of data analysis, content audits, gap analyses, partner feedback, and benchmarking to identify high-impact opportunities, prioritize improvements, and partner with product and research teams to initiate and measure content tests
• Collaborate cross-functionally with Product, Marketing, Operations, and partner-facing teams to translate product changes, policy updates, and partner pain points into timely, effective content solutions
• Orchestrate consistent voice, tone, and structure across a complex portfolio of partner-facing content, applying user-centered practices to drive content strategy and contributing to content standards and style guidance for the team
• Champion a strategic, impact-oriented approach to help content, using facilitation and storytelling skills to communicate compelling rationale to stakeholders, and moving beyond content maintenance to shape how content reduces partner friction and improves partner success at scale

Requirements

• Bachelor's degree in Communications, English, Journalism, Information Systems, or a related field; or equivalent related professional experience
• 5+ years of relevant professional experience in content strategy, UX writing, technical writing, or knowledge management
• Demonstrated experience authoring and maintaining content for digital self-service environments such as help centers, knowledge bases, or product support platforms
• Proficient in using data, content audits, and analytics to inform content decisions, identify gaps, and evaluate content performance against user and business outcomes
• Proficient in communicating content strategy rationale to cross-functional stakeholders, actively seeking diverse feedback and tailoring communications for varied audiences

Preferred

• Experience developing or contributing to content frameworks, taxonomies, or information architecture for a help or knowledge management environment
• Familiarity with content management systems and structured content models; experience authoring in platforms such as Salesforce Knowledge, AEM, Zendesk, SharePoint, or similar tools
• Experience working with supply-side or partner-facing products, with an understanding of the workflows and challenges partners encounter when managing their presence on a marketplace
• Demonstrated ability to identify and pursue strategic opportunities such as content automation, AI-ready content structures, or search optimization improvements that expand the reach and impact of a help content program
• Experience collaborating with Product, Marketing and Operations teams in a fast-moving, cross-functional environment to deliver content that keeps pace with product change

Benefits

• Benefits and perks Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life .