Oversee team's research initiatives for agent user testing and feedback sessions to gain insights of current experience, identify opportunities to improve experiences and to validate proposed content solutions.ĭemonstrate the ability to deliver and coach a team on how to write simple, easy-to-understand, human-centric content to influence teams on how to intuitively guide agents on what to say or do when helping customers.Ĭhampion and ensure all content produced by the team is clear, easy-to-understand, and written in natural language.Īssure team's content solutions adhere to compliance requirements and content standards.įollow governance processes and identify downstream impacts of content solutions to mitigate risk. Set expectations for the team to regularly leverage data and agent experience tools for identifying insights and trends about content performance to propose and prioritize opportunities for improvement. Lead your direct reports by providing strategic direction and priorities in the development of comprehensive content strategies to deliver on requested business needs and advocating for the agent experience. Lead and manage the flow of work from internal customers through your team to ensure on-time and efficient delivery of high-quality content solutions.Īs team lead, you'll partner cross-functionally with project customers and stakeholders to understand strategic objectives, programs and roadmaps to prioritize projects and deliverables. We need folks like you who find this exciting and want to jump in head first to deliver significant results and first-class content experiences for our agents.Īs a people leader, you display a passion for coaching and developing a team of content strategists through their strengths and leadership style.
We’re on a content transformation journey – one that involves redesigning how we research, think about, create, present and manage content. Our content solutions empower agents to handle anything that is thrown at them. We’re a team of content creators who work with operations, product, tech and design teams to deliver content experiences that help our agents solve problems for millions of customers. We are passionate about crafting the performance-enabling, human-centered digital content experiences our global network of talented agents use every day to confidently know the best thing to say or do when helping our customers. Locations: US Remote, United States of America
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