Content Creator

As a Content Creator, Agent Comms, you are entrusted with shaping the strategic direction of agent communications, leveraging cross-functional relationships and advanced insights to enhance the effectiveness of messaging in concert with a knowledge strategist. This role ensures alignment and coordination among upstream and downstream stakeholders to create impactful updates for agents.

A Typical Day: 

• Evaluate incoming requests from upstream and downstream stakeholders to determine communication priorities and action plans.
• Maintain and update the editorial calendar to plan and schedule agent communications.
• Collaborate with adjacent teams like Training, Knowledge Management, PMO, and Delivery to align communication strategies.
• Work with Agent Comms colleagues, other CKM content creators, and cross-functional stakeholders to generate clear, concise, and actionable content that informs agents about urgent changes.
• Analyze agent communication metrics and feedback to identify improvements for better audience impact.
• Foster relationships with downstream stakeholders, such as Delivery and Quality, to understand agents’ needs and operational challenges.
• Serve as an intermediary to deliver urgent communication updates on workflow changes and emergency situations.
• Work closely with the Knowledge Strategist to inform the relevant product roadmaps for the agent comms team as well as those of partner teams developing agent tooling.

Your Expertise: 

• Required Qualifications: Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field; 5+ years of relevant experience in strategic communication or stakeholder engagement.
• Preferred Qualifications: Demonstrated experience in strategic planning, project management and tool development in a support or communications context.
• Core Skills: Advanced strategic thinking, cross-functional leadership, data-driven decision-making; proficiency in communication technology systems.
• Travel Requirements: Minimal travel, primarily for strategic planning and leadership forums.
• Personality Traits: Visionary, analytical, collaborative, leadership-oriented, and adaptable.
• Pay Range
  $86,000—$101,000 USD