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With over 700 million users, the Customer Experience (CX) team is at the forefront of simplifying how users and customers interact with our client. The CX team focuses on solutions that work for customers as well as implementing the technologies that will simplify the customers’ journey. We bring the customer voice across the organization to ensure our client's product delivers the best possible customer experience.

The mission of the CX Scaled Success team is to design and deliver seamless support experiences to empower our customers’ success at scale. As a key member of the content team, you’ll be responsible for helping define, develop, and implement our editorial strategy. You’ll evaluate help center traffic and other KPIs to make short and long-term content decisions. You’ll onboard and train new writers, edit content to ensure it meets quality standards, and manage our editorial calendar.

Responsibilities

  • Work with team lead to set, develop, and implement editorial strategy
  • Oversee article template migration process
  • Evaluate traffic data and helpfulness metrics to make short and long-term decisions
  • Support team lead in cross-functional projects and initiatives
  • Onboard, train and mentor team members
  • Manage team’s editorial style guide and business process documentation
  • Represent team at company editorial council meetings
  • Interact with many key stakeholders across the business
  • Create and manage team editorial calendar
  • Edit content to ensure it meets quality standards and brand guidelines

Requirements

  • 4 - 8 years experience as a technical writer, content writer, associate editor, or content strategist
  • 2+ years experience using a content management system (AEM preferred)
  • 2+ years' managing or mentoring people
  • Previous work experience in tech
  • Advanced knowledge of SEO best practices
  • Experience with Adobe Analytics and/or Google Analytics
  • Experience creating and managing style guides
  • Strong attention to detail is a must
  • Excellent written, oral, and presentation skills
  • Ability to work in a fast-paced environment
  • Self-directed with the ability to thrive in ambiguity
  • Bachelor’s degree or equivalent work experience in English, Mass Communications, Journalism, Technical Writing, or similar program

** This is a contract position and the initial duration is 6 months. **

Interested? Apply for this role USD $80k-90k annual Apply
JeffreyM Consulting
Visit website Seattle, WA
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