Responsibilities
- Author operational style guides, structured standard operating procedure templates, canned response guidelines, and scan-and-act content standards.
- Own the editorial quality rubrics, Quality Audit (QA) sampling gauntlets, and calibration workflows for vendor writers executing updates across the People Operations (POps) knowledge content corpus.
- Partner with process owners to identify redundant, outdated, and trivial (ROT) documentation, establishing data-driven criteria for content retirement and consolidation.
- Lead arbitration and editorial reviews with Global Process Owners (GPOs), Compliance, and Service Delivery leads to resolve conflicting procedural guidance.
- Partner with the Platform Strategy team to ensure content structures align with Content Management System (CMS) taxonomy schemas, and downstream AI retrieval systems.
Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 8 years of experience in editorial strategy, technical writing, knowledge management, or content operations.
Preferred qualifications:
- Experience directing external vendor partners, agencies, or distributed writing pools - including defining quality scorecards, leading calibration sessions, and managing throughput Service Level Agreements.
- Experience working in a Content Management System.
- Demonstrated program experience managing large-scale knowledge bases (2,000+ articles) or leading complex content audits, mass restructuring, and migration initiatives.
- Proven track record of creating and enforcing style guides, content taxonomies, and operational documentation standards (e.g., standard operating procedures, job aids, quick-reference guides, decision trees, canned responses).
- Ability to partner with process owners, operations leaders, and legal/compliance teams to establish clear RACI models and streamline review workflows.