Manager, Content and Knowledge

Job Description

About the Role

The Manager, Content & Knowledge leads performance, development, and delivery of Customer Experience (CX) content. Leadership includes developing content as customer self-service solutions (Evernote Help & Learning), along with content referenced internally by Support agents to guide productive customer interactions. Beyond the CX team, the Content Manager is integral in launch and incident-related collaborations with Product and Marketing to ensure accurate and complete content resources are available for external and internal reference.

What you will do

The experience of this functional leader reflects a unique balance of people, analytic, and technical skills. Our manager is a coach-player who enjoys growing content development specialists. Additionally, the manager regularly coordinates with subject matter experts in Support and across Evernote, to ensure content is current, relevant, and easy to comprehend. Data and best practice tailored for the CX Org’s fast pace of knowledge-sharing inform proposed content solutions. Leading conversations both educate the business and gain buy-in is vital for having a positive impact in this role.

• Manage content projects and tasks to increase the business impact of our customer-facing knowledge base, agent-facing internal knowledge base, support briefs, and template emails
• Identify and report on KPI progress (including article quality ratings and agent engagement with internal resources) to inform Support strategy
• Review and reimagine content authoring, publication, and knowledge management optimizing content functionalities of our Zendesk CRM system
• Act as primary liaison between Customer Experience and Marketing, Product, Legal, and Design teams for content development and management
• Establish and implement processes for regular content content updates, including engagement with subject matter experts, editing, revision, and publishing
• Align content translation and publication with product launch dates
• Plan and implement data-informed improvements and strategy for the Help Center web pages

What you have done

The Manager, Content & Knowledge will have a track record of developing Support content as a business-impacting Support channel. To provide a comprehensive web of Support options, Help & Learning content complements Evernote agent support, Forums, and Social Support. Additionally, as resources to elevate our Customer Success and Sales experiences, educational and informational resources for Customer Success and Sales teams round out the scope of content responsibilities.

• Bachelor's degree in a content-related field or equivalent work experience
• 3+ years experience leading and growing teams in a tech environment
• 2-3 years of previous content management experience
• 2+ years of prior technical writing experience
• At least one year of experience working in a customer support environment
• Experience generating content performance insights from Google Analytics and sharing with a variety of stakeholders
• Previous administrative experience with content management software: Zendesk Guide, Drupal, Wordpress, or similar

Who you are

• Strong organizational skills and the ability to multitask in a fast-paced environment
• Exceptional written and verbal communication skills
• Timely and effective communication to maximize collaboration
• Proven ability to consistently establish and meet deadlines

We are committed to an inclusive and diverse Evernote. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global Evernote Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

California privacy notice: Read our privacy policy for job applicants here