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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates deep expertise in content strategy, knowledge management, and information architecture, with a strong focus on AI/ML applications in content operations. Proven ability to lead and develop high-performing teams while establishing governance frameworks and metrics for content health and performance.
Highest-signal resume keywords
Content StrategyInformation ArchitectureContent Management SystemsPeople LeadershipAI-Powered Content Optimization
About the role
Key responsibilities & impact- Define and champion the evolving discipline of content engineering within CKM
- Establish standards for how knowledge is structured, stored, and delivered across surfaces and applications
- Own the roadmap for metadata, taxonomy, and information architecture
- Partner with Product and Engineering to define and prioritize tooling investment
- Establish governance frameworks and quality checks in content workflows
- Define metrics and reporting for content health, coverage, performance, and authoring efficiency
- Steer cross-functional coordination aligning CKM content with product launches and business needs
- Lead and develop managers and senior team members
- Make hiring, calibration, promotion, and succession-planning decisions
- Define roles and ownership across taxonomy and ontology, tooling and AI-focused optimization, and content operations planning
- Set priorities and allocate resources and capacity across programs and roadmap
- Coach managers on team design and career development
- Build strategic relationships with senior leaders across Product, Engineering, Analytics, and Design
- Champion technical and data fluency, editorial and operational excellence, and continuous improvement
Requirements
What you’ll need- 12+ years of progressive experience in content strategy, content operations, or knowledge management, including substantial experience with content systems, taxonomy, and/or information architecture at scale
- 5+ years of managing managers, with a track record of developing high-performing, distributed teams and steering them toward a shared strategy and standard
- Hands-on experience owning talent decisions, including hiring, performance management, calibration, and succession planning
- Advanced degree in a relevant discipline (Computer Science, Information Science, Technical Writing, or similar) — or equivalent practical experience
- Deep expertise in content strategy, knowledge management, and information architecture
- Demonstrated understanding of AI/ML applications in content operations
- Expert knowledge of content management systems and authoring tooling
- Practical experience with AI-powered content optimization
- Comfort partnering directly with engineers on system architecture, data structures, and retrieval mechanics; deep technical fluency is essential
- Ability to execute at scale across distinct disciplines
- Highly developed executive presence and ability to build and present business cases to VP/C-level stakeholders
- Proven ability to steer and shape the work of multiple related teams and their leaders
- Proven people leadership, including hiring, developing, and retaining senior talent
- Ability to lead established teams through change
- Experience in customer support, contact center operations, or a similar global service organization is a plus
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Disability accommodations throughout the recruitment process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Content OperationsTaxonomy DevelopmentMetadata ManagementData StructuresPerformance ManagementContent Health MetricsGovernance FrameworksTechnical FluencyAuthoring ToolingAI/ML Applications
Soft Skills
Executive PresenceTeam DevelopmentCross-Functional CoordinationStrategic Relationship BuildingChange Leadership
Certifications & Qualifications
Advanced Degree in Computer ScienceAdvanced Degree in Information ScienceAdvanced Degree in Technical Writing
Industry Keywords
Knowledge ManagementContent SystemsContent WorkflowsCustomer Support OperationsGlobal Service Organization