The posting
The Senior Manager, Content Strategy will lead the newly established content management capability within Experience Management, building a high-performing, future-ready function for AI-enabled support experiences.
This role will own the strategy, quality, structure, governance, and continuous improvement of source-of-truth support content across customer-facing, agent-facing, and AI-powered channels. The role will ensure content is accurate, clear, trusted, reusable, and structured so it can be effectively indexed, retrieved, and surfaced by customer- and employee-facing AI agents, as well as by human support teams.
The role is central to delivering a seamless customer experience when customers need help with their products. It will bring content work into a unified operating model, replacing fragmented ownership with clear standards, workflows, publishing controls, lifecycle management, and measurable quality expectations.
The Senior Manager, Content Strategy will lead a team of subject-matter experts and content specialists and partner closely with Experience Streams, Support Delivery, AI Enablement, Quality Assurance, Training, Product, Operations, and vendor teams.
KEY RESPONSIBILITIES
CONTENT STRATEGY AND GOVERNANCE
- Own the managed source-of-truth content function across customer, agent, and AI experiences.
- Define and deliver a content strategy that supports self-service, virtual-agent, agent-assist, live-agent, and training experiences.
- Translate approved product, policy, and process changes into structured, trusted, and reusable support content.
- Define and maintain content models, taxonomies, metadata standards, templates, editorial guidelines, and style guardrails.
- Establish and manage publishing workflows, review cycles, version control, content inventories, and lifecycle standards.
- Build a unified operating model for governed content creation, review, publication, maintenance, and retirement.
CONTENT CREATION AND CONTINUOUS IMPROVEMENT
- Lead the creation, maintenance, and continuous improvement of customer-facing Help Center and knowledge-base content.
- Own agent-facing knowledge, FAQs, answer-store content, and known-issue knowledge where these form part of the source-of-truth layer.
- Ensure content is designed for findability, reuse, consistency, accessibility, usability, and AI readiness across the support ecosystem.
- Use content audits, search insights, customer and agent feedback, AI quality signals, and operational data to identify and prioritize improvements.
- Lead content UAT, content QA, surfacing validation, search and findability reviews, and governance checks.
- Validate that the right content object, variant, tag, and answer surface in the right place, in the right format, and at the right time.
AI-ENABLED SUPPORT EXPERIENCES
- Partner with AI Enablement to ensure content packages, structures, and requirements are ready for prompts, bots, low-code solutions, agent-assist tools, and other AI use cases.
- Ensure content is structured to support retrieval, automation, and hybrid support experiences.
- Monitor AI-driven quality signals and translate them into targeted content improvements.
- Help establish practical standards for content accuracy, transparency, consistency, and trust in AI-enabled experiences.
LEADERSHIP AND CROSS-FUNCTIONAL PARTNERSHIP
- Lead, coach, and develop a team of subject-matter experts and content professionals, establishing clear ways of working, ownership, quality expectations, and development plans.
- Manage team capacity, prioritization, performance, and delivery against business and customer needs.
- Partner with Experience Streams to translate customer intent, scenarios, and experience requirements into governed content outputs.
- Work with Support Delivery to align content work with intake, sequencing, readiness, and governance processes.
- Partner with Quality Assurance to turn customer and AI-quality signals into targeted content improvements.
- Collaborate with Training, vendors, Operations, Product, and Support stakeholders to ensure content changes are understood and operationally usable.
WHAT SUCCESS LOOKS LIKE
- A clearly established and trusted content management function within Experience Management.
- A single, governed operating model for customer-, agent-, and AI-facing support content.
- Improved accuracy, consistency, reuse, findability, accessibility, and overall quality of support content.
- Greater confidence that content is structured, AI-ready, and surfacing correctly across channels.
- Improved customer and agent satisfaction with the content used to resolve support needs.
- Faster movement from customer or operational insight to a governed content change.
- Stronger collaboration across Experience Streams, Content Strategy, Support Delivery, Quality Assurance, and AI Enablement.
- A high-performing team of subject-matter experts and content specialists operating with clear standards, ownership, and development support.
WHAT YOU WILL BRING
- Significant experience in content strategy, content management, knowledge management, content operations, digital support content, or a related field.
- Experience leading teams of subject-matter experts, writers, content specialists, editors, or knowledge professionals.
- A strong understanding of how content structure, taxonomy, metadata, governance, and editorial standards improve findability and reuse.
- Experience creating and managing content across multiple digital and support channels.
- A track record of improving content quality through analytics, audits, search insights, feedback, and performance signals.
- Experience with content management systems, knowledge bases, workflow tools, search optimization, or AI-enabled support platforms.
- Experience building or scaling content governance models, publishing workflows, and content lifecycle processes.
- An understanding of AI-facing content design and how content should be structured for retrieval, automation, agent assist, and hybrid support experiences.
- Strong stakeholder management skills and confidence working across business, operations, product, technical, and support teams.
- Excellent editorial judgment, written communication skills, and the ability to make complex information clear and actionable.
- Confidence operating in ambiguity and building new ways of working in a changing environment.
- A practical, customer-centered approach with a strong focus on quality, trust, usability, and continuous improvement.
