Hybrid CX Content & Process Analyst

The Toro Company; Minnesota; Hybrid; USD 78,000 - 98,000; Full time

Benefits offered by this job

Dress for your day

Onsite café and Caribou Coffee nearby

Fitness facility

Volunteer hours

Summer hours

Hybrid schedule

Competitive salary

Job summary

The Toro Company in Bloomington, MN is seeking a CX-focused specialist to advance the digital customer support roadmap through documentation, process mapping and content governance. You will help translate complex requirements into clear procedures and knowledge resources for internal teams and external partners.

Join a hybrid work environment with a competitive salary and extensive benefits, contributing to cross-functional initiatives across support, service, product and publications while

Qualifications

• Bachelor's degree in business, technical communications, process engineering or related field.
• 4+ years' cross-functional experience 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.
• Experience with business systems (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.

Responsibilities

• 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.

Skills

Project management

Data analytics

Technical writing

DITA

Content management

Cross-functional teamwork

Education

Bachelor's degree

Tools

Salesforce

Windchill

Titania

Wrike

Job description

The Toro Company in Bloomington, MN is seeking a CX-focused specialist to advance the digital customer support roadmap through documentation, process mapping and content governance. You will help translate complex requirements into clear procedures and knowledge resources for internal teams and external partners.

Join a hybrid work environment with a competitive salary and extensive benefits, contributing to cross-functional initiatives across support, service, product and publications while