Responsibilities

• Define and evolve content strategies for self-service, guided, and assisted support experiences that improve customer outcomes and scale across channels.
• Use customer insights, content audits, and performance data to identify opportunities, measure impact, and continuously improve content experiences.
• Build and maintain governance frameworks, operating procedures, content standards, and delivery plans that support consistent, high-quality content.
• Partner with Content Design, Product, Platform, UX Research, Brand, Engineering, and CS Tech teams to ensure content strategy is integrated into planning and decision-making.
• Improve content authoring, management, and delivery capabilities by working closely with platform teams and recommending new tools, technologies, and approaches.
• Lead content planning and needs assessments across a portfolio of work while collaborating with global partners across North America, Europe, and Australia.

Requirements

• 5+ years of experience in content strategy, content design, knowledge management, or a related field, with a track record of delivering customer-focused content solutions.
• Strong communication and storytelling skills, with the ability to explain content strategy concepts clearly and influence decisions across.
• Experience developing content strategies for complex, multichannel environments that support a variety of customer journeys and business needs.
• Knowledge of content management systems, content operations, governance practices, and modern content design methodologies.
• Experience using tools such as Oracle KM, JIRA, and other content, service, or workflow management platforms.
• Bachelor’s degree or equivalent experience in English, Journalism, Library Science, Communications, Marketing, Human-Centered Design, or a related discipline.

Preferred

• Experience supporting knowledge management programs that improve content quality, consistency, discoverability, and customer outcomes.
• Experience applying AI and agentic AI solutions to enhance content creation, content operations, knowledge management, or customer support experiences.

Benefits

• full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave)
• Access to wellness programs and other health-related benefits as part of the compensation package