Senior Manager, Content Strategy

The Senior Manager, Content Strategy will lead the newly established content management capability within Experience Management, building a high-performing, future-ready function for AI-enabled support experiences.

This role will own the strategy, quality, structure, governance, and continuous improvement of source-of-truth support content across customer-facing, agent-facing, and AI-powered channels. The role will ensure content is accurate, clear, trusted, reusable, and structured so it can be effectively indexed, retrieved, and surfaced by customer- and employee-facing AI agents, as well as by human support teams.

The role is central to delivering a seamless customer experience when customers need help with their products. It will bring content work into a unified operating model, replacing fragmented ownership with clear standards, workflows, publishing controls, lifecycle management, and measurable quality expectations.

The Senior Manager, Content Strategy will lead a team of subject-matter experts and content specialists and partner closely with Experience Streams, Support Delivery, AI Enablement, Quality Assurance, Training, Product, Operations, and vendor teams.

Key Responsibilities

Content Strategy and Governance

• Own the managed source-of-truth content function across customer, agent, and AI experiences.

• Define and deliver a content strategy that supports self-service, virtual-agent, agent-assist, live-agent, and training experiences.

• Translate approved product, policy, and process changes into structured, trusted, and reusable support content.

• Define and maintain content models, taxonomies, metadata standards, templates, editorial guidelines, and style guardrails.

• Establish and manage publishing workflows, review cycles, version control, content inventories, and lifecycle standards.

• Build a unified operating model for governed content creation, review, publication, maintenance, and retirement.

Content Creation and Continuous Improvement

• Lead the creation, maintenance, and continuous improvement of customer-facing Help Center and knowledge-base content.

• Own agent-facing knowledge, FAQs, answer-store content, and known-issue knowledge where these form part of the source-of-truth layer.

• Ensure content is designed for findability, reuse, consistency, accessibility, usability, and AI readiness across the support ecosystem.

• Use content audits, search insights, customer and agent feedback, AI quality signals, and operational data to identify and prioritize improvements.

• Lead content UAT, content QA, surfacing validation, search and findability reviews, and governance checks.

• Validate that the right content object, variant, tag, and answer surface in the right place, in the right format, and at the right time.

AI-Enabled Support Experiences

• Partner with AI Enablement to ensure content packages, structures, and requirements are ready for prompts, bots, low-code solutions, agent-assist tools, and other AI use cases.

• Ensure content is structured to support retrieval, automation, and hybrid support experiences.

• Monitor AI-driven quality signals and translate them into targeted content improvements.

• Help establish practical standards for content accuracy, transparency, consistency, and trust in AI-enabled experiences.

Leadership and Cross-Functional Partnership

• Lead, coach, and develop a team of subject-matter experts and content professionals, establishing clear ways of working, ownership, quality expectations, and development plans.

• Manage team capacity, prioritization, performance, and delivery against business and customer needs.

• Partner with Experience Streams to translate customer intent, scenarios, and experience requirements into governed content outputs.

• Work with Support Delivery to align content work with intake, sequencing, readiness, and governance processes.

• Partner with Quality Assurance to turn customer and AI-quality signals into targeted content improvements.

• Collaborate with Training, vendors, Operations, Product, and Support stakeholders to ensure content changes are understood and operationally usable.

What Success Looks Like

• A clearly established and trusted content management function within Experience Management.

• A single, governed operating model for customer-, agent-, and AI-facing support content.

• Improved accuracy, consistency, reuse, findability, accessibility, and overall quality of support content.

• Greater confidence that content is structured, AI-ready, and surfacing correctly across channels.

• Improved customer and agent satisfaction with the content used to resolve support needs.

• Faster movement from customer or operational insight to a governed content change.

• Stronger collaboration across Experience Streams, Content Strategy, Support Delivery, Quality Assurance, and AI Enablement.

• A high-performing team of subject-matter experts and content specialists operating with clear standards, ownership, and development support.

What You Will Bring

• Significant experience in content strategy, content management, knowledge management, content operations, digital support content, or a related field.

• Experience leading teams of subject-matter experts, writers, content specialists, editors, or knowledge professionals.

• A strong understanding of how content structure, taxonomy, metadata, governance, and editorial standards improve findability and reuse.

• Experience creating and managing content across multiple digital and support channels.

• A track record of improving content quality through analytics, audits, search insights, feedback, and performance signals.

• Experience with content management systems, knowledge bases, workflow tools, search optimization, or AI-enabled support platforms.

• Experience building or scaling content governance models, publishing workflows, and content lifecycle processes.

• An understanding of AI-facing content design and how content should be structured for retrieval, automation, agent assist, and hybrid support experiences.

• Strong stakeholder management skills and confidence working across business, operations, product, technical, and support teams.

• Excellent editorial judgment, written communication skills, and the ability to make complex information clear and actionable.

• Confidence operating in ambiguity and building new ways of working in a changing environment.

• A practical, customer-centered approach with a strong focus on quality, trust, usability, and continuous improvement.