Senior Associate - Content Manager (Work From Home)
Core
Creating and managing content strategies and materials to enable customer service agents to solve problems for millions of customers.
Role type
Content Manager
Builds
Agent-facing content experiences and knowledge solutions
Domain
Financial services / Customer operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
content strategy, UX research, communications, marketing, writing, data analysis, stakeholder collaboration
Preferred skills
digital product writing, UX research
Technologies
call listening tools, focus groups
Responsibilities
Partner with stakeholders to analyze business needs and inform content strategies; Review and approve content strategies and materials prior to publication; Write human-centric content to guide agents on customer interactions; Use data and call listening tools to identify opportunities for content improvement; Lead or contribute to agent focus groups to test content solutions; Collaborate with business partners to align content strategies with intended value.
Seniority
Mid-level IC
