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.