What You’ll Do:

• Lead the Knowledge Management content development and editorial work
• Oversee all content and communications delivery to internal audiences
• Own the strategic vision for content, including SOP development, communication, and content related best practices
• Build programs and processes to manage and scale content across business units
• Develop and edit content, maintaining a very high bar for consistently clear, concise, and trustworthy user-focused content for SOP, communications, and training content copy
• Lead and develop content developers
• Oversee project management of deliverables related to new clients 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
• 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
• Build mechanisms to ensure global consistency and content quality
• Measure and adapt communication content based on impact and learnings

What You’ll Need:

• Bachelor's degree in Knowledge Management, or a related discipline, with 3 years of prior relevant experience or master's degree with 1 years of prior relevant experience
• At least 3 years of experience in creating and managing knowledge content
• At least 1 year of experience in process mapping and documentation
• At least 1 year of experience in content information management and knowledge systems
• At least 1 year of experience in writing, editing, and developing communications
• Experience or potential in developing and managing junior content developers
• Strong analytical skills and ability to turn information into solutions
• Strong attention to detail with a knack for accuracy
• Ability to work in a fast-paced environment
• Experience in a highly collaborative environment and working cross functionally with departments
• Experience in healthcare or other regulated industry is preferred
• Experience in creating content for contact center audience a must