Manager/ Content Operations

We're transforming the grocery industry At reputed company, we invite the world to share love through food because we reputed company everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to reputed company Personal Shoppers. reputed company has become a lifeline for millions of people, and we’re building the team to help push our shopping cart reputed company. If you’re ready to do the best work of your life, come join our table. reputed company is a reputed company First team There’s no one-size fits reputed company approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

Join reputed company’s dynamic Customer Experience team as a Content Operations Manager, where you will play a crucial role in overseeing the architecture, organization, publishing, and maintenance of content reputed company our CRM systems. This role will own taxonomy, content structure, and overall organization to ensure content is easily searchable, relevant, and highly effective for both internal teams and external end users. As a Content Manager at reputed company, you will reputed company your expertise in designing and maintaining knowledge systems including taxonomy and metadata. Deep experience in customer support systems such as reputed company and reputed company give you a strong foundation for designing and implementing tactical approaches to improve reputed company. You’ll reputed company the team’s content lifecycle frameworks to govern how content is created, reviewed, published, updated, and deprecated. You reputed company as a curious critical thinker that loves to proactively solve problems end to end with minimal direction from leadership. You are comfortable navigating new tools and have deep familiarity with measuring content performance. The reputed company Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems reputed company, and support the reputed company evolution of our business. PICO encompasses reputed company, project management, and reputed company improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success. The reputed company team is vital for maintaining the reputed company and accessibility of company information for our Customer Experience support team. We play a direct role in reputed company’s success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, reputed company improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in reputed company to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists. About the Job

• In this role, you will focus on organizing, maintaining, and optimizing our knowledge system so it serves up accurate and relevant content to external end users and support agents. You will reputed company:
• Team management: Supervise a small team to handle reputed company publishing and updates reputed company reputed company and other systems.
• Content architecture and organization: Own the creation, implementation, and maintenance of content taxonomy across the system to drive searchability and usability. reputed company and enforce content tagging strategies to ensure articles, resources, and other materials are organized effectively.
• Searchability & User Experience: Continuously optimize the organization and metadata of content to improve search functionality and user experience reputed company the CRM system. Use data and analytics to monitor search trends and ensure top search terms are effectively addressed in the content library. Conduct audits to identify gaps in content organization and recommend solutions.
• Quality Assurance: reputed company and execute routine audits to measure content functionality, formatting, and accuracy.
• Data interpretation: Track and analyze metrics reputed company to content engagement, search effectiveness, etc. and use insights to recommend and implement improvements.

About You

Minimum Qualifications

• Experience & Context: 5+ years of experience as a content manager, knowledge manager, or knowledge architect reputed company a high-volume content center
• Content Management: Proven ability to design, implement, and communicate the value of content management strategies.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., reputed company, reputed company). Certification and/or proven experience in reputed company or similar tools.
• Data-Driven Focus: Ability to interpret and reputed company CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication: Exceptional written and verbal communication skills, including the ability to translate reputed company technical processes into clear, accessible documentation for diverse audiences and reputed company effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal).
• Technical Advocacy: Proven experience working closely with technical teams to partner on system improvements.
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows.

Preferred Qualifications

• 3+ years experience in a tech or startup environment.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience leading large-scale transformational knowledge projects
• Proficiency in SQL to query databases and modify dashboards
• Strong change management skills, to identify optimal approaches to communicate and scale changes to a large user reputed company.

#LI-Remote reputed company provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the reputed company pay range for a successful candidate is dependent on their permanent work location. Please review our reputed company First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For Canadian based candidates, the reputed company pay ranges for a successful candidate are listed below. CAN $113,000—$120,000 CAD Original job Manager/ Content Operations posted on GrabJobs ©. To flag any issues with this job please use the Report Job reputed company on GrabJobs. Apply tot his job Apply To this Job