Customer Experience & Content Analyst - The Toro Company

The Toro Company; BLOOMINGTON (MN); Hybrid; USD 78,000 - 98,000; Full time

Benefits offered by this job

Dress for your day

Onsite café near Bloomington HQ

Caribou Coffee onsite

Wellness and health resources

Volunteer hours (20 per year)

Hybrid work schedule

Competitive salary

Job summary

The Toro Company in Bloomington, MN, is seeking a Customer Experience & Content Analyst II to advance our CX knowledgebase and documentation. You will lead content development, support change initiatives, and contribute to the digital support roadmap while working across support, product, engineering and publications teams.

You will document requirements, improve procedures, and educate teams on new product functionality.

Qualifications

• Bachelor’s degree in business, technical communications, process engineering or related field.
• 4+ years cross-functional experience with support, technical service, product, engineering or publications teams.
• Strong PM and data analytics skills with ability to own coordination and workflow development with SMEs.
• Experience with Salesforce, Windchill, Titania or Wrike and lean process improvement.
• Experience developing and maintaining technical documentation and service content.
• Knowledge of structured authoring concepts (DITA preferred) and content lifecycle management.
• Ability to translate vision into actionable plans and clearly communicate complex ideas.

Responsibilities

• Manage defined CX priorities and partner across teams to execute initiatives.
• Document business needs and content enhancements for the digital support roadmap.
• Identify high-effort experiences and drive process improvements to reduce costs.
• Support critical implementations from conception to completion on the roadmap.
• Map processes, educate stakeholders, and advocate for new product functionality.
• Translate requirements into procedures, standards and workflow guidance.
• Develop and maintain knowledge articles, service procedures and documentation.

Skills

Cross-functional collaboration

Project management

Data analytics

Technical writing

Communication skills

Lean principles

Education

Bachelor's degree in business/technical communications/process engineering or related field

Tools

Salesforce

Windchill

Titania

Wrike

Job description

Applicants must be legally authorized to work in the United States. We are unable to sponsor or take over sponsorship of a school/employment or any other visa, regardless of expiration date, now or in the future.

The Toro Company is a homegrown, Minnesota-based company that has been in business since 1914. We pride ourselves on providing world-class equipment to help maintain the environment that we love, while putting an emphasis on giving back to the communities that surround us. From residential lawns and gardens, to venues such as St Andrews Links and Target Field, we are a company with a global footprint and a passion for helping people beautify whatever landscape they may be in. With 100 years of operation under our belt and a healthy tenure, come find out what makes The Toro Company the best place in the Twin Cities to build a career. This Customer Experience & Content Analyst II contributes directly to transforming our customer experience and knowledgebase capabilities in the CX Hub by building subject matter expertise across the business, executing customer experience activities, supporting change management efforts and contributing to the implementation of the digital support roadmap. This role leads the development, maintenance and continuous improvement of customer-facing technical content, knowledge articles and service documentation.

What Will You Do?

• Manage defined CX priorities and business requirements, partnering across customer support, service, training, product and publications teams to execute initiatives.
• Support execution of the digital customer support roadmap by documenting business needs, customer experience requirements, process improvements and content enhancement opportunities.
• Understand root cause of high effort experiences/ trends and promote work to improve ongoing operational productivity and cost to serve.
• Support critical implementation efforts from conception to completion to the multi-year digital support roadmap.
• Participates in process mapping, customer experience mapping and applying lean principles to document processes.
• Educate and build advocacy for new product functionality to internal cross‑functional teams, stakeholders, and channel partners.
• Translate support requirements into documented procedures, content standards, workflow documentation and process guidance for internal and external partners.
• Develop, maintain and improve support content including knowledge articles, service procedures, troubleshooting guidance and other technical documentation while ensuring compliance with established content standard and governance processes.
• Participate as an active member of cross‑functional CX initiatives by contributing customer insights, process documentation, content improvements and knowledge management expertise.
• Performs other duties as assigned.

What Do You Need?

To be considered for this role, an individual should meet the following minimal requirements:

• Bachelor’s degree in business, technical communications, process engineering or other related field
• Four (4) plus years’ experience to include working cross‑functionally with support, technical service, product, engineering and/or technical publications teams
• Strong project management and data analytics skills with demonstrated ability to own project coordination and workflow development with product SMEs
• Experience with business systems (i.e. Salesforce, Windchill, Titania, Wrike) and Lean process improvement techniques
• Experience developing and maintaining technical documentation, service manuals, troubleshooting content or support resources
• Working knowledge of structured authoring concepts (DITA preferred), content reuse strategies and documentation lifecycle management
• Proven ability to interpret a vision, strategy and execute the plan
• Ability to translate complex ideas and detailed information into concise written, spoken, and visual communications
• Excellent verbal/written communication skills, influencing ability, and effective participation in cross‑functional teams

Other Job-Related Components

Office Environment Travel expectation up to 15%

What Can We Give You?

At The Toro Company, we are always working to make sure our employees know just how valued they are. In addition to a competitive salary, an affordable and top tier medical/dental/vision plan, 401k, and many other great benefits –The Toro company offers employees at our Bloomington, MN HQlocation a variety of perks, including:

• Dress for your day - We know you're more productive when you're comfortable, which is why TTC employees are encouraged to take advantage of our casual, corporate environment.
• Location – Conveniently located near both St. Paul and Minneapolis, we are centrally located for most commuters!
• Food - Take advantage of our onsite café, which serves both breakfast and lunch. With a Caribou Coffee attached, you can grab a snack and a coffee at any time during your day.
• Wellness - The Toro Company’s HQ offers complimentary use of our onsite fitness facility to employees. In addition to physical wellbeing, TTC offers a variety of mental health and financial health resources to all employees.
• Volunteerism - The Toro Company is proud to provide employees 20 hours of paid time to volunteer in the community.
• Summer Hours – Enjoy a flexible schedule during the summer! By working a little more during the first few days of the week, TTC employees at our Bloomington HQ are able to start their weekends early and leave by noon on Friday.
• Flexible Work Arrangements – This team is currently implementing a hybrid work schedule. The opportunity to collaborate in a hybrid way, with some time spent in office and some from home, has promoted team building and flexibility.
• #LI-Hybrid Competitive Salary – The pay range takes into account skills, experience, education, and location. It is not common to be hired at or near the top of the range; compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the annual pay range is between $78,000 - $98,000.
• Cash compensation is one piece of our competitive total rewards package.
• You may be eligible to participate in an incentive program, which rewards employees based on individual and organizational performance. Eligibility and award amounts are determined by company policy and performance metrics.
• If you need to, you can access your pay early with the dailypay app.

The Toro Company is an Equal Opportunity Employer. We consider all qualified applicants based on merit and do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information, military service, or other non‑merit factors. We are committed to creating a welcoming environment for all employees.

Through a strong network of professional distributors, dealers, rental stores and retailers in more than 125 countries, we proudly offer a wide range of products across a family of global brands to help golf courses, professional contractors, underground construction professionals, groundskeepers, agricultural growers, rental companies, government and educational institutions, and homeowners – in addition to many leading sports venues and historic sites around the world.