Lead Knowledge Strategist

Cypress HCM; New York (NY); On-site; USD 85,000 - 95,000; Full time

Job summary

Cypress HCM is seeking a Lead Knowledge Strategist to maintain and optimize knowledge platforms, communications, and content flows for CS ambassadors in a global, fast-paced setting.

You will lead cross-functional teams to deliver accurate, accessible content across knowledge bases, standard responses, and scripts, while driving KPIs and collaborating with product, engineering, and analytics teams.

Qualifications

• Excellent writing, editing, and proofreading skills.
• 7+ years in technical and instructional content writing/strategy.
• Experience with content style standards and information taxonomies.
• Familiar with CMS systems (Drupal, Confluence, ContentStack, Contentful) and CMS administration.
• Strong knowledge of customer service and contact center operations for support audiences.
• Experience in multicultural, multilingual, global teams.
• Strong project management and ability to juggle multiple projects.
• Certifications in KCS, UX, SEO or related areas.

Responsibilities

• Translate information into clear, easy-to-understand content across internal knowledge bases.
• Create and maintain internal solution articles, standard responses, and call scripts.
• Lead complex content and KM initiatives with cross-functional writers to meet timelines.
• Own content KPIs and communicate progress and improvement opportunities.
• Collaborate with program/product managers and engineering to deliver new content and knowledge services.
• Measure content effectiveness and drive improvements (SEO, workflow usage).
• Influence tone/voice standards consistent with CKMPO guidelines.
• Optimize CKMPO processes, standards, training, and tooling.

Skills

Excellent writing

Editing

Proofreading

Content strategy

Project management

Multicultural teamwork

SEO awareness

Content governance

Education

Content/Knowledge Management certifications (KCS, UX, SEO)

Tools

Drupal

Confluence

ContentStack

Contentful

Job description

Job Description

Job Description

Lead Knowledge Strategist

Description:

• As a Community Support Lead Knowledge Strategist, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our CS ambassadors.
• You will work on large projects, often involving multiple Knowledge Editors, to ensure the ambassadors have accurate and current information that’s easy to find. You will work with cross-functional partners, Knowledge Editors and Knowledge Management Leads to collect requirements, define, document, and deliver agent facing content.

Duties:

• You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with tone and voice standards
• Content types you create and maintain include internal solution articles, Community Support standard responses, and call scripts.
• You independently manage and oversee complex content and knowledge management tasks and Lead (high-impact) initiatives that improve the accessibility and quality of our content often involving other content writers, and together deliver to expected timelines and standards.
• You own overall team performance against certain content KPIs, including tracking and communicating progress and/or improvement opportunities
• You work with our program & product managers and engineering to design, set up and deliver new content and knowledge services, incl. the setup of content and knowledge repositories, such as bespoke knowledge bases or new content types
• You work with program & product managers, data analytics and engineering to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality & effectiveness (SEO, workflow utilization, etc).
• You influence tone/voice standards, and shape CKMPO's tone/voice standards with standards in mind
• You are responsible for optimizing our internal CKMPO processes, standards, training, and tooling

Requirements:

• Excellent writing, editing, and proofreading skills
• Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment
• 7+ years of experience in multi faceted technical and instructional content writing/content strategy
• Highly versed in the adopting, developing and rolling out of content style standards (e.x. Chicago Manual of Style) and information management strategies/taxonomies
• Well versed working with various C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) and experiencing setting up/administrating C/KM systems.
• 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 organization; highly familiar with the dynamics and culture of working in global teams.
• Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas.
• Experience mentoring team members, distributing work and assuring its delivery, and sharing success amongst a global team

Compensation:

• $62.71 – 68.97/hr W—2

Req ID:

• 36482648