Managing and mentoring Content Developers, Content strategist and ID Manager to sustain a very high bar for consistently clear, concise, and trustworthy user-focused content and training design.
Lead and develop a team of professional Editors, Instructional Designer and Communication Strategists.
Define and implement process improvements, streamlining the day to day workflow to ensure all objectives are met, scale process and procedures for forecasted growth.
Oversee project management of deliverables related to new country and product launches, including identifying content related requirements, setting and communicating time frames for completion, and meeting all project objectives.
Use data, research, and expert-level knowledge to refine existing content and drive improvement of new content creation.
Collect, analyze and report on appropriate customer engagement metrics. Continuously refine our content offering based on metrics.
Evaluate technology improvements for content management, instructional design and storage and make appropriate recommendations for usage and implementation.
Manage priorities among a diverse and demanding group of internal stakeholders.
Build mechanisms to ensure global consistency and content quality. Measure and adapt communication content based on impact and learnings.
Provide status reports on team activity and measure progress towards assigned goals.
Expect and require innovation of her/his team.
Demonstrated ability to build, execute, and scale cross-functional teams.
Excellent oral and written communication skills and an ability to influence others.
Strong analytic and quantitative skills - ability to use data to develop and measure editorial results.
Have relentlessly high standards and a high attention to detail.
Project Management and Process Improvement experience.
Outstanding interpersonal and leadership skills.
Strong verbal and written communication skills. Ability to present ideas and metrics to Sr. Leadership.
Experience using technology in related fields.
Familiarity with business, financial and process improvement tools, concepts and methodologies, contact center
Ability to travel internationally to meet and resolve issues with key global stakeholders.