Tech Stack

Description

In this role, you will support content knowledge management leadership by translating strategy into executable goals, improve user and content operations experience, and coordinate with outsourced CKM support functions. You will collaborate with cross-functional partners to produce user documentation, manage large-scale CKM projects, and drive content quality improvements.

Requirements

• 3+ years of experience in multi-faceted technical and instructional content writing or relevant experience.
• 2+ years of experience in a content project management function or relevant experience.
• Native or near-native proficiency in English and Mandarin (Simplified Chinese), with demonstrated excellence in writing, editing and proofreading in both languages.
• Expert in adopting and optimizing style standards.
• Experience working with C/KM systems (Drupal, Confluence, ContentStack, etc.).
• In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences.
• Proven ability to work in a multicultural, multilingual and global organisation.
• Demonstrable organizational and time-management skills; ability to manage large, complex, cross-functional projects.
• Attention to detail and driven by delivering impeccable quality.
• Critical and creative thinker; ability to negotiate and implement ad-hoc course corrections.
• Highly independent, comfortable working autonomously and pro-actively seeks out support to unblock tasks.
• Resourceful, adaptable and comfortable with ambiguity; proven experience working in a fast-paced environment.
• Excellent communication and interpersonal skills with the ability to engage and influence consensus and collaboration.
• Experience using data, derive insights, identify and drive continuous improvement initiatives.
• Experience applying project management methodologies such as PMP, Scrum/Agile is beneficial.

Responsibilities

• Collaborate with content/knowledge developers and cross-functional partners to translate user stories into user documents, release notes, technical documentation, and other types of documentation.
• Coordinate large-scale CKM projects and work with other team members and cross-functional partners to deliver initiatives that require changes across multiple knowledge and content platforms.
• Work closely with program and product managers to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality and effectiveness.
• Provide technical writing support and decipher directions provided on scripted storyboards, process maps, etc.
• Collaborate with Regional Partner Management teams to drive site/market performance; working cross functionally between Quality, Business Process Improvement and Site Leads to identify knowledge gaps and resolve them.
• Coordinate outsourced KM operations, oversee assigned deliverables and evaluate performance.
• Maintain localized (CJK) Service Catalogue, KM Manual, operating model to ensure efficiency and business continuity.
• Support change management, co-deliver projects and coordinate KM resources to assist with delivery of content and knowledge management tasks.
• Assess content knowledge management effectiveness and challenge existing ways of working.