Content Strategy Manager

Published date Posted on Indeed on Jul 27, 2022 (69 d ago)

Categories score:
digital-marketing (4) seo (3) content>management (1)
design (1.5) user>experience (1.5)
copywriting (1) copywrit (1)
customer-support (1) custom+support (1)
Enterprise Engineering Engagement delivers internal end-user technical support that drives productivity at Facebook. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual’s productivity and to this end, we are undertaking an exciting transformation roadmap across our tooling and processes. As we progress our digital strategy transformation, with a focus on self-service, dynamic, and targeted “right channeled” solutions, we are seeking a Content Strategy Manager to work within our Customer Experience team. This position will be responsible for the development of content, evolution of content management strategy, governance, measurement frameworks, content testing and analysis, editorial calendars, content audits and performance analysis. This requires developing customer-focused digital content solutions that support the team’s objectives and user goals, maximizing engagement and usability while incorporating best practices for search engine optimization and analytics. This role requires collaboration across the organization to understand and position the work based on business priorities, key messages, and value propositions, hands-on strategy formulation, qualitative research, and integrating content experiences across platforms into comprehensive digital experiences. With storytelling, strategic and data driven insights, this role will actively support our digital strategy, enforce and express our service promise while building deep connections with our customers and partners. You are an energetic, creative, and execution-focused individual responsible for driving programs, projects and milestones to achieve strategic goals. You believe every touchpoint within our organization is a chance to make the customer’s experience remarkable. You will partner with user researchers to dive deeper into touchpoints to gain insights from the customer’s unique perspective and champion opportunities to deliver user friendly content. You have exceptional communication and story-telling skills (visual and non-visual), can demonstrate deep customer empathy and have an analytical mindset. You must be someone who is looking for more of a hybrid/cross-functional role with the ability to wear a few different hats. You know how to take an idea from concept through to execution, managing stakeholders, change, and risks to successfully deliver the program’s impact. You can thrive in a flat, fast-moving organization that uses light-weight process to have a huge impact.You have a proven track record of building trusting cross functional relationships regardless of domain, are a skilled communicator, are able to effectively navigate through ambiguity, and thrive in a fast paced and extremely dynamic environment.

Content Strategy Manager Responsibilities:

  • Act as both producer and strategist, with proven experience in owning technical and copywriting projects from strategy to production
  • Consider content from a holistic standpoint—systems, platforms, and channels—to create a unified narrative and user experience that delivers on self-service goals
  • Create content guidelines and best practices that support customer needs, business objectives, content lifecycle management, enterprise content strategy, and centralized governance, with the goal of creating scalable strategies
  • Conduct strategic content assessments (qualitative and quantitative), leverage data analysis, user research, and content audits to identify trends and anticipate customer needs and inform content strategy decisions
  • Perform content gap analyses to determine what type of content is missing and what is needed to address the gaps
  • Lead or support information architecture development based on digital customer experience strategy and insights from key product, tech support and service stakeholders
  • Help scale and mature our community communication practice for our user base while identifying and executing new ways to amplify the stories we tell
  • Set objectives and KPIs for content quality, effectiveness, SEO, awareness, impressions and visits etc.
  • Draft high-quality technical content for wireframes and prototypes, lead content review sessions and develop content with the goal of continuous optimization
  • Work with a matrixed team of stakeholders to create, review, and gain consensus around strategies, information architectures, and standards
  • Document business requirements for platform or template improvements needed for improved content experiences, and work with product owners as a business driver to make the changes
  • Work with stakeholders, user researchers and content, service and experience designers to design governance, workflows, and structure the architecture of the content based on user-centered design principles
  • Take a leadership role in identifying opportunities and challenges, take the initiative to collaborate with others to come up with solutions to meet immediate and long-term goals, and then work with others to drive results
  • Create tools, guides, and templates to empower the team to create their own great content and scale the discipline

Minimum Qualifications:

  • Experience in the development of content inventories and taxonomies
  • Data-driven individual with demonstrated aptitude for analytics that incite action
  • Knowledge in technical software and high-tech learning (SaaS software and hardware)
  • Experience collaborating with internal cross-functional partners to drive results
  • Knowledgeable in program management methodology and techniques as well as performance evaluation and change management principles
  • Experience planning and drafting content for mobile and web interfaces, including interaction flows, product tours, transactional emails and launch education materials
  • Love both high-level strategy and hands-on drafting and editing for mobile and web experiences
  • Diverse creative experience in information architecture and digital content strategy
  • Experience synthesizing complex concepts into simple, understandable, and relatable content
  • Understand design thinking and user experience with proven communication skills
  • Experienced and confident working with Sr. Stakeholders and Executive teams
  • Experience self-starting, intellectually curious, and creative individual operating in ambiguity
  • Understanding of SEO best practices, and experience training others on SEO best practices
  • 8+ years of relevant experience in developing interactive content
  • Knowledge of Customer Service Support/Ticketing system
  • Experience with delivering a proven user experience while streamlining processes

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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