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.
