Full-Time Program Management – Content Curation (San Francisco, CA)
Job Description
The Program Manager of Content Curation is responsible for the design, development, and delivery of an adaptive and interactive knowledge management ecosystem to support customers and employees globally. This position is part of an overall strategy to improve online self-help success rates, customer experience and satisfaction by delivering the best, most relevant content possible.
In this role you will be responsible for working cross-functionally to amass product content and deliver it to consumers in an organized, meaningful fashion. The successful candidate should posses a deep understanding of content architecture, delivery mechanism, taxonomies, and guidelines. The candidate will closely work with our internal stakeholders to drive accountability through regular communications and reporting.
Key Responsibilities:
- Mobilizes the content curation strategy by driving the design, implementation, and enhancement of core content approaches used to enable critical knowledge flow within and across business and knowledge domains.
- Facilitates and monitors the use and improvement of common knowledge management processes and approaches across the organization and reports progress.
- Collaborates with subject matter experts and stakeholders to identify areas of opportunity and gaps in the knowledge flow.
- Applies best practice principles of content management to define architecture elements, taxonomies, and guidelines to provide consistent structure and user experience.
- Monitors the effectiveness, maintenance, and use of tools and systems as they apply to curation and implements improvements as identified or directed
- Drives cross-functional adoption of the content curation program through the clear articulation of roles / responsibilities, expectations, recognition programs, collaborative training and education, and communication efforts
- Supervises and develops knowledge practitioners in both direct supporting roles and indirect, enabling roles through clear roles and responsibilities, monitoring, mentoring, and regular feedback
- Actively leads and/or participates in Global content curation strategic governance activities.
Qualifications:
- Demonstrated success in the implementation of content curation / knowledge management best practices, approaches, and processes from the ground up. Experience in implementing Knowledge Centered Support preferred.
- Demonstrated experience with the administration of content / knowledge bases & knowledge management systems design and integration.
- Experience with design, implementation, and compliance with content management styles, guidelines, templates, attributes, processes, development flows.
- Working knowledge of linguistic principles, taxonomies, content architecture elements and attributes, and how they can be leveraged to organize information effectively
- Ability to leverage data to assess trends and compare against industry best practices and benchmarks.