200+ applicants

Company

Original Job Post

Scout Motors Inc. · 3 days ago

Lead Content Development Program Manager

United States

Full-time

Remote

Senior Level

$150K/yr - $170K/yr

10+ years exp

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Insider Connection @Scout Motors Inc.

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Responsibilities

Document, own, and maintain all customer-facing information for the external help center

Document, own, and maintain all internal Customer Support processes, resources, and training materials for customer-facing teams

Partner closely with teams beyond Customer Support (Product, Marketing, Digital Products, etc.) to ensure documentation & resources are accurate and delivered in a timely fashion

Act as a process/procedure subject matter expert on cross-functional projects impacting Customer Support and customer-facing resources

Analyze usage of customer help center to make adjustments and provide relevant feedback to the Customer Support and Product teams

Collect feedback from the Customer Support team on Support articles and customer-facing information to enhance the usage experience

Qualification

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Technical writingContent management platformsTraining materials development communicatorDetail-orientedCollaborativeProactiveAdaptablePassionateAutomotive Industry

Required

10+ years of technical writing experience, preferably for customer-facing content

Strong written and verbal communicator

Detail-oriented

Extensive experience working with content management platforms

Collaborative focus & proactive attitude

Adaptable to an ever-changing environment

Passionate about improving the customer experience by providing clarity and confidence

Experience developing training materials

Bachelor’s degree in relevant field of study (or equivalent experience)

Preferred

Automotive industry experience a plus

Benefits

Medical, dental, vision and income protection plans

401(k) program with: An employer match and immediate vesting

Generous Paid Time Off including: 20 days planned PTO, as accrued, 40 hours of unplanned PTO and 14 company or floating holidays, annually, Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders, Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave

Corporate Vehicle Program with: Eligibility to lease up to 2 vehicles at competitive rates