Manager 2, Content Design

Company Overview

Job Overview

The Consumer Group (CG) Digital Help Experiences and Capabilities team is looking for a Senior Manager, AI Content & Knowledge Services to deliver next-gen AI-first content experiences across all products in our Consumer Ecosystem. In this role, you will spearhead the evolution of our content services to an AI-driven model, revolutionizing how we create, manage, and deliver information to our customers and experts. You will lead a team of design technologists and content designers, empowering them to leverage AI and embrace new ways of working to achieve exceptional customer experience and operational efficiency.

If you're a leader who thrives on challenge, possesses a deep understanding of AI, and is passionate about transforming content experiences, we encourage you to apply. Join us in shaping the next generation of AI-first customer success

Responsibilities

• Develop and implement AI-powered solutions for content creation and optimization: This encompasses tasks like selecting and integrating AI models into the content workflow, collaborating with data scientists to fine-tune these models, and establishing processes for automated content generation and quality control.
• Establish a data-driven framework for content performance measurement and optimization: This involves defining key performance indicators (KPIs), setting up A/B testing frameworks to evaluate content effectiveness, and using data analysis to identify areas for improvement in content strategy and AI model performance.
• Lead knowledge management strategy: Develop and implement a comprehensive knowledge management strategy that encompasses the entire content lifecycle, ensuring content accuracy, quality, relevance, and accessibility across all platforms, products, and customer segments.
• Drive content optimization through data analysis: Utilize both quantitative and qualitative data to measure content effectiveness, identify areas for improvement, and optimize content to enhance customer and expert experiences. Analyze and evaluate the success of Generative AI responses in meeting user needs.
• Lead and mentor a high-performing team: Foster a collaborative and supportive team environment that encourages continuous learning, skill development, and innovation. Provide effective coaching and mentorship to team members.
• Prioritize effectively and manage stakeholder expectations: Skillfully balance tactical and strategic priorities, ensuring alignment with business goals and customer needs. Communicate prioritization decisions clearly and diplomatically to stakeholders, navigating evolving project requirements with agility.
• Manage diverse content projects with meticulous attention to detail: Oversee a wide range of content projects, including video, external content, internal content, and content technology initiatives. Track progress, meet deadlines, and manage competing priorities with a keen eye for detail.
• Champion human-centered design thinking: Develop and deliver content experiences that are user-centric and aligned with the customer journey. Analyze how content impacts customer experience and success at various touchpoints.
• Apply systems thinking to content strategy: Understand the interconnectedness of content across different modalities and access points. Evaluate the impact of content changes on various audiences, channels and platforms, for both customers and experts.
• Foster strong cross-functional collaboration: Build and maintain strong relationships with stakeholders across the Customer Success team and the broader organization to ensure alignment, efficiency, and effective communication.

Qualifications

• Master’s degree in computer science, Human-Computer Interaction, Cognitive Science, Linguistics, or a related field, or equivalent experience
• 5-10 years of experience with content curation, technical writing, artificial intelligence (NLP, ML, GenAI), computational linguistics, or related field
• Significant experience with content management systems, digital publishing tools, modular, structured content (e.g., DITA, WP Gutenberg blocks), and UX design principles.
• Strong knowledge of AI/LLMs and how they work: training, source content, prompts, output evaluation, etc.
• Exceptional ability to think across various content types & formats, and personalize experiences to different audiences, channels and touchpoints
• Proven experience in applying NLP and machine learning techniques to content-related tasks: This could include experience with text summarization, question answering, sentiment analysis, or other NLP applications relevant to content creation and understanding.
• Ability to understand and implement content-related processes and standards to maximize content effectiveness and outcomes.
• Strong research and analytical skills, with the ability to interpret complex information and present it in clear, concise manner
• Excellent organizational and time management skills, with the ability to work independently, and manage multiple projects simultaneously
• Proactive and creative approach to problem-solving and the ability to adapt to changing priorities and deadlines
• Understanding of SEO, taxonomies/ontologies, and other content systems in order to improve retrieval, discovery, navigation, etc.
• Command of writing fundamentals, including style, grammar, and information architecture.
• Good understanding of help systems, design systems, usability, accessibility, modularity, and framework.
• Ability to quickly synthesize and extrapolate data.
• Strong interpersonal and collaboration skills and interest in coaching others.
• Strong ability to plan, prioritize, and carry out complex projects with attention to detail.
• Team player willing and able to pitch in whenever and wherever needed.
• Strong understanding of data analysis and visualization tools (e.g., SQL, Python libraries, Tableau): This ensures the candidate can effectively analyze content performance data, extract meaningful insights, and communicate findings to stakeholders.