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Our client is a global leader in tech seeking a Content Manager to join the team with Customer Service (or Customer Satisfaction) experience. This is a 40 hours/week, 12-month assignment with likely extension that will be onsite 4 days/week (Monday-Thursday, nonnegotiable) in Northern NJ (commutable by bus) or Plano, TX. Our client is targeting a start date in January.Please note: this is not a marketing role - this is a Customer Service Content Manager for Internal Knowledge base (creating SOPs/product guides) and managed the customer-facing help center content.To apply and be considered, you must reply with the following:- Full legal name: - City of residence: - Top 3 Highlights (please describe, in full sentences, your experience with the following):1. Content management / CMS / ticketing systems:2. Customer Service / Satisfaction:3. Writing and editing customer-experience/service-related content:The Content Manager will:- Responsible for Internal Knowledge base (creating SOPs/product guides) and managing the customer facing help center content - Develop content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation and providing a best in class customer experience- Establish a voice and tone guidelines for all customer service communications and assure compliance by contributors- Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand- Collaborate with Content Strategy operations to audit and enhance approved content for all channels of communication through customer service- Develop an editorial calendar and leverage data around content usage to guide focus- Partner with training team to keep training current with updated content- Identify low-performing customer service areas using data analytics (Tableau, CRM system, Customer Satisfaction), to identify new content needs or enhance existing ones- Ensure compliance with law (e.g. copyright and data protection)The Content Manager must have:- 5 years of experience as a Content Manager with experience managing indirect reports and contract resources- Experience with content management systems and ticketing systems such as Sprinklr or Zendesk- Experience with customer service or customer satisfaction- Experience with Confluence or Jira- Some HTML coding experience - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques- Proficiency in MS Office- Excellent writing and editorial skills- Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issuesIn this position, you may have access to client or customer systems, confidential and/or proprietary information or data. This position is onsite and requires you to work closely with other individuals in a collaborative team environment.BenefitsCreative Circle's Freelance Employee benefits package includes eligibility for Minimum Essential Coverage (MEC) medical plan, dental/vision/term life package, discount prescription program, critical illness, accident, tele-behavioral health, and 401(k) plan. Sick leave is provided to Candidates whose assignment work location is in a state or city subject to sick leave laws. A Minimum Value (MV) PPO medical plan, Employee Stock Purchase Plan, and paid holiday eligibility are based on length and dates of service.Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:Email your resume in Word to:steve.pagnozzi@jobalert.creativecircle.comPlease do NOT change the email subject line in any way. You must keep the JobID: : SP12-1826456 -- in the email subject line for your application to be considered.*Steve Pagnozzi - Recruitment ManagerFor this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa.This job was first posted by Creative Circle on 10/23/2024 and applications will be accepted on an ongoing basis until the position is filled or closed.Creative Circle is an Equal Opportunity EmployerAll qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, or any other characteristic protected by law. Creative Circle will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. If you need a reasonable accommodation in the application process, please contact your Recruiter (the person you'll be interviewing with) or a member of our Human Resources team to make arrangements. United Healthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Creative Circle.Copyright 1999 - 2024. CreativeCircle, Inc. All rights reserved.