As the Head of Knowledge Management and Content Strategy, you will own the content design and roadmap for improving content delivery for internal customers (primarily knowledge base for Customer Success teams) and external customers as needed. Day to day, this includes understanding and developing our Content Management System (CMS) and Knowledge Base architecture to meet our users needs, partnering with technical teams to bring that design to life, and continually evaluating it for ways to improve. You will develop team and company knowledge management culture with a goal of all-team participation in the ongoing creation and governance of knowledge.
The ideal person for this position is passionate about helping customers, and understands user experience and/or learning design principles. You will be the team expert in content structure and management, and shape how we organize information in a way that’s clear, digestible, replicable, and scalable. You plan for the knowledge base and CMS of the future - from machine learning to AI powered learning paths. You have a track record of working closely with content creators and production teams, balancing projects, and using data to drive your decisions.
Lead the overall design, development, implementation, structure, and maintenance of knowledge systems (for internal and external customers), and engage with technical teams to prioritize and build our solutions
Define requirements and build plans to improve our internal Knowledge solution that will deliver on all business requirements
Elevate current knowledge base and workflows to deliver engaging Support content on time, in full
Ensure our knowledge architecture showcases and supports the quality, consistency, and voice of our content
Build strong relationships and feedback loops to help inform content development and improve existing knowledge bases (from Customer Support Representatives, customers, key business partners)
4+ years of experience in content creation and strategy and knowledge management
Strong background in content design and CMS management (ZenDesk experience a plus)
Great interpersonal and communication skills with experience working with multiple stakeholders including technical teams
Familiarity with continuous improvement principles, including content tagging, qualitative user testing, Search Optimization, governance
Creative and critical thinker with examples to your ability to solve challenging issues
Passionate about empowering Anchor customers through educational content that both solves problems and helps them grow their financial abilities