Associate Manager - Content Strategy

About the Role:

We are seeking a dynamic and experienced Associate Manager for the Content Strategy team within the Customer Experience organization. This team plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the team spans all formats of support content.

As the Associate Manager, you will oversee a talented team of content writers, working as a horizontal entity supporting multiple business units. Your responsibilities include 

• Craft/Align with content principles, guidelines, brand voice and tone, and understanding the target audience.
• Be the POC for the various business units, align and deliver top quality content to fulfill the org goals
• Think strategically and execute with rigor while leading the team from the front

Key Responsibilities:

Team Leadership and Development:

• Hire, lead, mentor, and coach a team of content writers.
• Foster a high-performing team culture with a focus on collaboration, creativity, and execution.

Content Strategy and Execution:

• Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.).
• Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs.
• Create and oversee content designed for customer education, helping users understand and maximize the value of products and services
• Develop communication strategies for upselling and cross-selling, crafting compelling messages that drive engagement and conversions
• Design retention focussed communication to build customer loyalty, address churn risks and enhance long-term relationships

Stakeholder Management:

• Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables.
• Manage expectations and communicate effectively with senior leadership and stakeholders.

Customer-Centric Approach:

• Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience.
• Advocate for the customer's perspective in all content decisions.

Data-Driven Decision Making:

• Analyze content performance metrics to identify trends and areas for improvement.
• Use data insights to refine strategies and address problem statements effectively.

Project and Process Management:

• Drive multiple projects simultaneously, ensuring timely delivery with high-quality standards.
• Establish and optimize processes to improve team efficiency and effectiveness.

Required Qualifications:

• Minimum 2 years of experience in a people management role.
• Proven experience in a content strategy position, preferably in a customer support or CX environment.
• Strong understanding of content management systems (CMS) and tools.
• Excellent analytical skills with the ability to interpret data and identify actionable insights.
• Strong project management and organizational skills, with a focus on execution rigor.
• Exceptional communication and stakeholder management skills.
• Experience working in a horizontal or matrixed organizational structure.
• Familiarity with customer support tools and platforms.
• Strategic thinker with the ability to translate high-level goals into actionable plans.