Avispa Technology: Content Program Manager - Gaming Customer Support (H/Temporary)

Project Manager is needed in Seattle, United States.

This job has been crawled from the web.

Client: Avispa Technology

Location: Seattle, United States

Contract: Contractor, Full Time, Temporary

The successful candidate will deliver the overall content strategy and objectives for Gaming Customer Support, aligning this strategy with the overall business strategy. This content includes a knowledge base used by our customer service representatives and our library of player facing articles found on the help site. The ideal candidate has 5+ years of experience in program management, digital content strategy/management, or equivalent experience. The company offers a great work environment!

Content Program Manager - Gaming Customer Support Pay and Benefits:

• Hourly pay: $35/hr
• Worksite: Leading technology and data solutions company (Remote, Candidates located anywhere in the USA)
• W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program
• 40 hours/week, 10 Month Assignment

Content Program Manager - Gaming Customer Support Responsibilities:

• Oversee the curation of content that is relevant, accurate, and useful.
• Monitor content effectiveness and prioritize the work for our content authors to improve effectiveness.
• Establish the workflow for content creation, approval, and sunsetting.
• Create the strategy and roadmap for content in the support space, including localization of content, formats of content, and the AI use cases for content.
• Develop a prioritization and approval process for all content and training needed for Player Support (player-facing articles, Support Agent Knowledge base, Support Agent Training).
• Lead tenured content author and training team in creating the content as defined in your strategy.
• Partner with analyst and support leads to identify gaps in content and prioritize work items for the content author to act upon.
• Research new tools, processes, and technology that may improve content experiences.
• Research and deploy agent-facing knowledge base software.
• Create and maintain a Style Guide for our player facing articles to ensure consistency in tone and format.
• Build internal relationships to improve content effectiveness.
• Drive the strategy and the road map for the content.

Content Program Manager - Gaming Customer Support Qualifications:

• 5+ years of experience in program management, or digital content strategy/management, or equivalent experience.
• Experience in developing a content strategy.
• Excellent grammar skills and an eye for detail.
• A passion for emerging technologies.
• Knowledgeable of AI and aware of how it can be used in the content strategy perspective. Think strategically about the use cases of AI in the content strategy.
• Understanding of current trends, including AI usage, in content development and management.
• Familiarity with current best practices in Knowledge management.
• Strong understanding of the call center environment and the role content plays.
• Strong analytical skills; capable of gathering, conducting, and evaluating data, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings.
• Creation of training materials.
• Demonstrated ability to manage cross-functional efforts, without managing the participants.
• Passion for gaming and a sincere interest in the latest technological trends is preferred.
• Meet deadlines.

This is a remote position.