Operations Training Content Manager

Job Description

The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will review, edit and publish articles created by Content Authors and provide quality assurance and principal review for articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes.

Who is Equifax?

Equifax is a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.

Regardless of location or role, the individual and collective work of our people makes a difference in our business.

We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.

We will give you the opportunity to drive innovation and automation across the enterprise. This will include tool and process integrations across all business units within Equifax globally.

• Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs.
• Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication
• Edit complex procedures for accuracy, suggest revisions and provide feedback
• Strategic planning for email and self-service applications through the knowledge base software
• Partner with QA and Operations to determine effectiveness and continuous improvement
• Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements
• Partner with subject-matter experts to develop guided help tools for complex procedures
• Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation
• Adapt workflow priorities as unexpected communication events occur

Requirements:

• Bachelor’s degree or equivalent experience in Technical Writing, Communications or English

2 years of experience in instructional design, content strategy, authoring, document management or related operations position required

• Strong analytical skills to understand processes and create tools that allow others to easily understand them

• Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audience

• Knowledge base design and management experience, especially within the Salesforce Platform

• Proficiency using MS Office products (Word, Excel, PowerPoint and Outlook)

• Exceptional time management skills and the ability to respond to inquiries quickly and effectively

• Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency

• Detailed-oriented, with aptitude for solving unstructured problems

The Perks of being an Equifax Employee?

We offer an excellent compensation packages with high-reaching market salaries and 401k matching, along with the works: comprehensive healthcare packages, schedule flexibility, paid time off, and organizational growth potential.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To speak to us about this role in more detail apply online.

Primary Location:

Function:

Schedule: