Customer Care Content Manager Jobs (NOW HIRING)

SUMMARY: 

The primary function of this position is to manage the company's learning content management environment and the processes that support the lifecycle of learning content. The Content Manager serves as the primary administrator and subject matter expert for the company's Learning Content Management System (LCMS) and establishes and maintains standards, processes, and governance practices to ensure the quality, consistency, and effective management of learning content. 

This position works closely with instructional designers, learning technology staff, and other stakeholders to support efficient content development and publishing processes, evaluate opportunities for process and technology improvements, and ensure that learning content and related systems effectively support division and client needs. 

DUTIES AND RESPONSIBILITIES 

        Manage the lifecycle of learning content, including authoring, review, approval, publication, revision, versioning, archiving, and retirement 

        Establish and maintain content governance standards, including naming conventions, metadata, templates, version control, and publishing processes 

        Follow Xyleme software releases and coordinate testing, communicate changes that may impact existing courses, templates, processes, or downstream systems 

        Serve as the primary point of contact with the LCMS vendor for support issues, enhancement requests, system updates, and product changes 

        Develop and maintain documentation, standard operating procedures, job aids, and other resources related to content management processes 

        Provide guidance and support to content creators on LCMS functionality, content standards, templates, and established processes 

        Monitor content management processes and identify opportunities to improve quality, efficiency, consistency, and scalability 

        Support the evaluation and implementation of AI-enabled content management processes and establish standards for their appropriate use 

REQUIRED COMPETENCIES 

        Demonstrates a strong understanding of content management and learning content development processes 

        Demonstrates a strong understanding of LCMS capabilities, limitations, and administration 

        Identifies opportunities to improve processes and develops practical solutions to complex problems 

        Effectively documents and communicates technical processes to both technical and non-technical stakeholders 

        Manages multiple priorities while maintaining strong attention to detail 

        Collaborates effectively across teams and understands when issues or decisions require escalation 

DESIRED COMPETENCIES 

        Maintains an understanding of current Section 508 and WCAG accessibility requirements and their application to digital learning content 

        Understands the relationship between learning content management systems, learning management systems, and related business systems 

        Demonstrates an interest in emerging learning technologies and their application to content management 

        Evaluates opportunities to use automation and artificial intelligence to improve content management processes 

        Maintains a strong customer focus and meets internal and external client commitments 

EDUCATION AND EXPERIENCE 

        Bachelor's degree or equivalent combination of education and relevant experience 

        Experience working with a Learning Content Management System (LCMS) or comparable content management platform required 

        Experience with learning content development, content operations, or learning technology preferred 

        Experience developing or maintaining content standards, templates, processes, or governance practices preferred 

        Familiarity with digital accessibility standards, including Section 508 and WCAG 

        Familiarity with learning management systems and the packaging and deployment of digital learning content 

        Familiarity with Microsoft Office Suite and Adobe applications 

        Experience working with AI-enabled content development or content management tools preferred