CXO Content Manager

Description

The CXO Content Manager will be responsible for the creation and distribution of information to the Contact Center (CXC) and Branches (XCs) required to serve Members. The content will range from newsletters with functionality enhancements and training, to time-sensitive talk-offs and FAQ to modules within our Knowledge Management System (KMS). This role will be the one source of truth responsible for creating content with a consistent and branded tone, while maintaining up to date KMS articles and ensuring the usage of articles is monitored to make edits as necessary. This role will be responsible for creating and disseminating updates and talking points to our frontline team members regarding systems issues or outages and working with stakeholders to learn from crisis management incidents to proactively mitigate and improve incident response processes.

Core Primary Responsibilities :

• In collaboration with stakeholders, own the end-to-end process to create and distribute information to our frontlines to help them serve members with the most up to date and accurate information and answers to questions
• Accountable for content within KMS for both the CXC and XCs, specifically management of the system and articles (new and existing). This includes ensuring article and information quality, consistency, adoption and continually iterated based on feedback from business partners and product / process changes
• Develop and write comprehensive yet simple knowledge management articles that meet organizational standards and comply with internal approval processes
• Adhere to standard review and existing governance process to ensure information is updated in conjunction with new enterprise procedures being published
• Maintain a deep, expert understanding of First Tech's products and services, and translate complex topics into simple, polished content
• Write user-friendly knowledge management articles that meet the needs of front-line employees.
• Proactively review usage adoption of the KMS, to ensure First Tech is leveraging latest technology solutions to drive efficiency and reduce costs. Engage front-line to collect and act on feedback using the KMS and Pega generally
• Work closely with Corporate Communications to (e.g. bi-annually) review content and articles with additional key stakeholders to ensure accuracy, alignment to current processes and branded voice tone
• Report on KMS effectiveness, including usage of KMS articles, feedback regarding simplicity of understanding information, and timeliness to deliver talk-offs in urgent instances
• Generate excitement and engagement around content being shared, to ensure and maximize comprehension and adoption
• Bolster accountability for front-line staff to use and deliver accurate, consistent information. Take accountability for CXO-specific efficiencies related to KPIs such as Average Handle Time, First Contact Resolution and decrease in errors

Experience and Education Requirement :

Location : Rocklin Corporate Location, Rocklin, CA 95765 | Hillsboro Corporate Office, Hillsboro, OR 97124

Target Compensation in Rocklin, CA : $70,304 to $72,000 + annual bonus

Target Compensation in Hillsboro, OR : $55,000 to $65,000 + annual bonus

First Tech is not currently offering Visa sponsorship or transfer for this position

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