Content Strategist

We are seeking a skilled Content Strategist to join the Knowledge and Experience Platforms Operations team.  You will own and drive content strategy initiatives that optimize and maintain our help center and learning platforms.  You will collaborate cross-functionally with content developers, SEO specialists, product teams, and support operations to ensure content is accurate, accessible, and aligned with customer needs and business goals.

This role is essential to maintaining a seamless customer journey through data-driven content improvements, content audits, and strategic content architecture. You will be a key contributor to the continuous evolution of our scaled support content ecosystem, helping to reduce friction, improve customer satisfaction, and enable support agents with the best resources. Your work will directly support the Dash and Admin Console rollouts, ensuring continuous content iteration and adoption.

• Lead content strategy and execution for help center and learning platform content, ensuring alignment with customer experience goals and SEO best practices.
• Partner with Content Development, Training Program Managers, SEO teams, and localization to plan and implement updates to information architecture, content formats, and delivery models.
• Proactively monitor content performance using analytics tools and customer feedback to identify gaps and opportunities for optimization.
• Manage and execute content audits, quality assurance, and bug ticket submissions within content management systems such as Adobe Experience Manager (AEM) and Contentful.
• Own content architecture strategy for large-scale content delivery, including structuring, organizing, and outlining content for migrations and platform improvements.
• Collaborate with cross-functional teams including Product, CX, RM, Legal, and Localization to ensure content meets evolving customer and business needs.
• Serve as the direct responsible individual (DRI) for daily content operations tasks, including coordinating with external partners like PMG, InSync, and Coveo.
• Assist with peer reviews and provide actionable feedback to content creators to maintain high-quality standards.
• Support localization workflows and ensure content is prepared for global audiences.
• Contribute to the development and maintenance of content governance and workflow processes.
• Build and maintain content optimization trackers and SME workflows to improve turnaround times and content helpfulness scores.
• Mentor peer writers and drive process improvements such as cadence for Pulse verbatim reviews.

• 3+ years of experience in content strategy, content operations, or technical content development, preferably within SaaS, technology operations, or customer support environments.
• Proven expertise with content management systems such as Adobe Experience Manager (AEM), Contentful, or similar platforms.
• Strong understanding of SEO principles and experience applying SEO best practices to support content.
• Demonstrated ability to analyze content performance data and customer feedback to drive continuous improvement.
• Excellent project management skills with the ability to manage multiple priorities and projects simultaneously under tight deadlines.
• Strong communication and collaboration skills, with experience working cross-functionally across global teams.
• Detail-oriented with a passion for delivering customer-centric content that enhances user experience.
• Ability to navigate ambiguity, identify blockers, and proactively solve problems with minimal supervision.

• Experience working in customer experience, support operations, or enablement functions within a SaaS or technology company.
• Familiarity with localization processes and managing content for global audiences.
• Experience with analytics tools and platforms for content performance measurement (e.g., Databricks, Tableau).
• Prior experience collaborating with SEO agencies or partners.
• Knowledge of adult learning principles and digital learning content design.
• Bachelor’s degree in business, communications, technical writing, or a related field preferred.