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Job Details

GCS Consumer Knowledge Base Content Manager

Location
Atlanta, GA

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We are looking for a Content Manager who is a strategic thinker, and who's enthusiastic and passionate about providing team support through a variety of content. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will write, review, edit and publish articles and will provide quality assurance and principal review for articles. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes. Responsibilities: Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication Edit complex procedures for accuracy, suggest revisions and provide feedback Strategic planning for email and self-service applications through the knowledge base software Partner with QA and Operations to determine effectiveness and continuous improvement Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements Ability to partner with subject-matter experts to develop guided help tools for complex procedures Evaluate articles against content guidelines, standards and applicability for user roles and profiles Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation Adapt workflow priorities as unexpected communication events occur Required Skills: 2 years of experience in instructional design, content strategy, authoring, document management or related operations position required Strong analytical skills to understand processes and create tools that allow others to easily understand them Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audience Knowledge base design and management experience, especially within the Salesforce Platform Exceptional time management skills and the ability to respond to inquiries quickly and effectively Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency Detailed-oriented, with aptitude for solving unstructured problems Bachelor's degree or equivalent experience in Technical Writing, Communications or English Proficiency using MS Office products (Word, Excel, PowerPoint and Outlook ) Full time

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