Associate Consumer Care Content Specialist - BISSELL Homecare

The Associate Consumer Care Content Specialist will be the subject matter expert in Support content across a variety of channels, mediums and regions. They will collaborate with cross-functional & global teams to manage product launch timelines and ensure timely support launches. The role contributes to Consumer Care success by coordinating the procurement of sample machines, user guides, and up-to-date product information. The role contributes to developing strategies for Consumer Care by creating content to support automation and AI, using qualitative and quantitative data to recommend global experience enhancements and assisting in mapping the support journey to identify growth opportunities. The associate specialist will help us sharpen our content launch timing and advance our digital experiences.

• Collaborate with team-members and cross-functional groups to support content coordinators by obtaining sample machines, user guides and creating/tracking project timelines to create launch content in a timely manner
• Serve as the content subject matter expert, intaking business objectives, crafting content strategies and working with content coordinators to execute
• Guide and mentor our content creators to produce, update, and organize knowledge resources with excellence
• Define and implement knowledge management roadmaps to support self-service and automation strategies on a global scale
• Support initiatives in mapping the holistic support journey, uncovering pain points and opportunities for growth—including methods to connect various channels
• Shape and elevate our knowledge management to align with our dynamic organizational goals—including benchmarking externally to suggest new approaches to keep support effective
• Ensure our knowledge resources are captured, organized, and accessed seamlessly through refined processes and procedures, ensuring consistency in knowledge for a variety of audiences, including internal colleagues, service agents, and consumers etc.
• Innovate and configure Support Portals, SharePoint sites, content files supporting automated experiences and any other locations of consumer facing content in structures that make knowledge management a breeze
• Develop and maintain consistent standards and structure that brings clarity and organization to our knowledge assets
• Report on qualitative and quantitative data, storytelling the performance of our support assets and providing recommendations to optimization
• May be required to perform other duties and take part in other projects as assigned

REQUIRED CORE COMPETENCIES:

• Global strategic thinking and implementation
• Continuous Improvement
• Oral and written communication with impact
• Manage/contribute to multiple dynamic priorities
• Professional expertise
• Actively seek and share information
• Interpersonal/collaborative skills
• Initiative

REQUIRED EXPERIENCE/EDUCATION:

• Degree minimum:
  • 4-year degree or equivalent experience

PREFERRED EXPERIENCE/EDUCATION:

• Experience working across departments & globally
• Basic HTML/CSS knowledge
• Basic SEO knowledge
• Analytic experience (Google Analytics is a plus)
• User experience background is a plus
• Experience with Microsoft Office tools required
• Basic Project Management skills (planning, time estimation, status updates, etc.)
• Strong organization and time management skills
• Understanding of customer service norms and requirements
• Minimum 4 years experience