Posted Feb 01
Senior Manager, Content Strategy
Hybrid between remote and either Basking Ridge, NJ or NYC Full time
When you join Verizon
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
As the Senior Manager of Content Strategy, you will oversee and manage the planning, development, structure and maintenance of content for Verizon digital channels, products and services, focused on a diverse set of channels and domains. You'll be responsible for end-to-end content strategy and UX writing to shape outstanding customer service interactions. You’ll lead a team of content strategists to create brand-defining experiences for a range of consumer-facing products and services. One in three Americans uses Verizon services, so your work will have a meaningful impact at a massive scale.
Your responsibilities will span the design process, from front-end design definition to agile development and implementation. Work will include everything from creating instructional content that guides the design of great conversational interactions to refining calls to action in our digital products after launch. You’ll mentor designers in best practices and champion the value of thoughtfully crafted language in creating brand-defining, customer-cantered experiences.
In addition to shaping products you’ll lead the development of the content strategy practice within Verizon Design, managing content strategists and designers in best practices, and championing the value of thoughtfully crafted language in creating brand-defining, customer-cantered experiences. Finally, as a talented storyteller, you’ll help craft the stories of the Verizon Design teams’ accomplishments to share with our internal business partners, executive leadership and external audiences.
- Establishing and implementing short and long term strategy for content within Verizon digital experiences.
- Establishing content strategy process and governance within CX and manage compliance within the team execution.
- Understanding the broader user’s journey with a product, and lead the definition and creation of content that is accessible, understandable, actionable, and engaging across touchpoints to shape experiences that transform customers into advocates.
- Defining objectives and success criteria for content, gather and analyze existing content, and identify and implement recommendations for improving content.
- Recommending strategies for sunsetting content and propose both short- and long-term solutions as new products are launched.
- Leading internal work sessions and presentations to internal stakeholders and executives to align business, engineering, legal and other necessary teams on product content strategy.
- Writing and editing digital product copy from conversational scripts that follow brand style to higher level messaging and naming that establishes brand tone and voice, to copy in product tours, enrolment flows, emails/notifications, transactional flows, error messages, and more.
- Partnering with designers and researchers to create compelling communications of design concepts, research findings, plans of action, and strategic recommendations to drive human-cantered product innovation.
- Partnering with IT to understand technical implications of content and help implement content accessibility standards across channels.
- Contributing to the creation of overall voice and tone guidelines for conversational UI (Text, Voice, Multimodal) that follows relevant tone, voice and/or personality guidelines.
- Working with instructional designers to develop appropriate content for instructional and support experiences, e.g. online courses, instructional manuals, video tutorials, learning simulations.
Where you’ll be working…
In this hybrid role, you'll will have a defined work location that includes work from home and assigned office days as set by the manager.
Defined work location Basking Ridge, NJ or NYC.
What we’re looking for...
You’ll need to have:
- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant work experience.
- Experience in content strategy and UX writing contributions to launched, consumer-facing digital products.
Even better if you have one or more of the following:
- Degree in English, Communications, Professional & Technical Writing, Design.
- Experience in content strategy, including a diverse range of digital and conversational UI (text, voice, multimodal) experiences.
- Experience in UX writing, with the ability to establish systems-level structure and overall messaging strategy.
- Ability to collaborate with cross-functional teams, delivering and receiving feedback effectively.
- Experience in Content Strategy and UX Writing, as shown through published work, conference presentations, and workshop facilitation.
- Knowledge of secondary areas, such as instructional design, UX design, visual design, research, online messaging and branding, information architecture, editorial strategy, search engine optimization, metadata strategy, and content distribution strategy (including email marketing).
- Knowledge of human-centered design methodologies, empathy for end users, and passion for teaching and learning from others to shape process and culture.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
Compensation: Depends on experience
Verizon