KellyMitchell Group · 1 day ago

Content Strategist

United States

Contract

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Partner cross-functionally with the company's Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content

Develop, publish, and maintain help articles and chatbot knowledge embeddings in the company's Content Management System

Critically review analyst procedures and job aids, checking for logic, usability, completeness, and adherence to the underlying policies

Conduct thorough content audits and gap analyses to identify and surface opportunities to eliminate, automate, or optimize process inefficiencies

Monitor and analyze user feedback and metrics to identify opportunities for further optimization

Manage stakeholder relationships and collaborate with cross-functional teams to ensure alignment, effective change communication, and accountability in optimizing content for better customer experiences

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Content Management SystemContent StrategyHelp Center ContentChange ManagementStakeholder ManagementFlexible

Required

Bachelor's Degree with 5+ years of professional experience

Clear, concise communication and the ability to distill complex concepts and information into simple language

Exceptional organization and attention to detail

Experience developing and managing desktop procedures, training content, internal documentation, Help Center content and/or change management in financial services or other highly regulated industries

Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization