The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain learning objects and curricula in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension.
What you’ll do
- Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs.
- Partner with QA and Operations to determine effectiveness and continuous improvement
- Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements
- Partner with subject-matter experts to develop guided help tools for complex procedures
- Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation
- Adapt workflow priorities as unexpected communication events occur
What experience you need
Bachelor’s degree or equivalent experience in Technical Writing, Communications or English
2 years of experience in instructional design, content strategy, authoring, document management or related operations position required
What could set you apart
Strong analytical skills to understand processes and create tools that allow others to easily understand them
Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audience
Knowledge base design and management experience, especially within the Salesforce Platform
Proficiency using Google Suite (Gmail, Google Docs, Google Sheets, Google Slides)
Exceptional time management skills and the ability to respond to inquiries quickly and effectively
Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency
Detailed-oriented, with aptitude for solving unstructured problems
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Who is Equifax?
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.
For US Applicants
If you'd like more information on your EEO rights under the law, please view ourEEO Policy Statement, EEO is the Law Declarations, and Nondiscrimination Provision.
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.
Equifax participates in E-Verify and Right to Work (English and Spanish).