Knowledge Content Strategist, Customer Service - Austin, United States - Expedia Group

Expedia Group

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Knowledge Content Strategist, Customer Service Operations

At Expedia Group, we're not just shaping the future of travel; we're revolutionizing the way our agents interact with our customers.

As a Knowledge Content Strategist, Customer Service Operations, you'll play a pivotal role in shaping how our customer service agents engage with customers, delivering exceptional service.

Your mission? To create content that empowers our agents, streamlines their workflow, and ensures seamless customer interactions.

Who you are:

Transforms complex information from multiple sources into concise, usercentric content solutions.
Skilfully develops content that's easy for agents to understand that adheres to style, voice, and tone standards.
Capable of handling multiple projects and tasks simultaneously, prioritizing effectively and with autonomy, and driving solutions despite constraints.
Able to navigate ambiguity to deliver content solutions that add measurable value to the business.
Demonstrated ability to effectively collaborate and build relationships with stakeholders across multiple teams.
Adept at crisply defining user scenarios and building the right content to address user needs.

What you'll do:

Transform complex processes and jargon into effective content that enables our agents to help travelers & partners.
Design and develop UX content, conversational flows, Agent knowledge articles, and regularly audit and optimize existing content while ensuring alignment to our standards of style, voice, and tone.
Partner with crossfunctional teams on how our services fit into the broader Service ecosystem, business priorities, and how solutions are delivered to Agents.
Support our development and implementation of a transformative information architecture bringing together knowledge and content across the organization.
Effectively handle a broad spectrum of content updates ranging from very minor edits to complex, strategic content initiatives.
Use data to glean insights into the user experience and illustrate the value of content in the experience.
Connect with our agents to understand their experience. Approach user needs with curiosity and empathy so our content helps ease their way.
Provide content recommendations to business partners and collaborate on the approach and expected outcomes.
Act as a team ambassador, advocating for our users and designing solutions with our vision, mission, and strategy in mind.

Requirements:

Experience crafting content for digital products, help websites, knowledge bases, or other channels.
Experience leading complex projects endtoend.
Excellent communication and presentation skills with the ability to influence stakeholders.
Experience in design or in a role with a strong user focus.
Ability to operate in a fastpaced environment.
Comfortable using content management systems to develop and publish content, Microsoft Office Suite, using basic HTML, and Salesforce.
Experience using data to make decisions.

The total cash range for this position in Austin is $112,000 to $157,000. Employees in this role have the potential to increase their pay up to $179,000, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience.

Pay ranges may be modified in the future.

LI-MC1

The total cash range for this position in Seattle is $112,000.00 to $156, Employees in this role have the potential to increase their pay up to $179,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience.

Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program.

To fuel each employee's passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.

View our full list of benefits.

About Expedia Group
2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners.

CST:
Expedia is committed to creating an inclusive work environment with a diverse workforce.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Securi