Senior Manager, Content Strategy Manager

The role

The Senior Manager, Content Strategy will lead the content management capability within Experience Management. This person will own the strategy, quality, and governance of support content across customer, agent, and AI-powered channels.

What you will do

• Own the managed source-of-truth content function across customer, agent, and AI experiences.
• Define and deliver a content strategy for self-service, virtual-agent, agent-assist, live-agent, and training experiences.
• Translate product, policy, and process changes into structured support content.
• Define and maintain content models, taxonomies, metadata standards, templates, and editorial guidelines.
• Establish and manage publishing workflows, review cycles, and lifecycle standards.
• Lead the creation and continuous improvement of Help Center and knowledge-base content.
• Ensure content is designed for findability, reuse, consistency, accessibility, and AI readiness.
• Partner with AI Enablement to ensure content is ready for prompts, bots, and AI use cases.
• Lead, coach, and develop a team of subject-matter experts and content professionals.
• Manage team capacity, prioritization, performance, and delivery.

Required qualifications

• Significant experience in content strategy, content management, knowledge management, content operations, digital support content, or a related field.
• Experience leading teams of subject-matter experts, writers, content specialists, editors, or knowledge professionals.
• A strong understanding of how content structure, taxonomy, metadata, governance, and editorial standards improve findability and reuse.
• Experience creating and managing content across multiple digital and support channels.
• A track record of improving content quality through analytics, audits, search insights, feedback, and performance signals.
• Experience with content management systems, knowledge bases, workflow tools, search optimization, or AI-enabled support platforms.
• Experience building or scaling content governance models, publishing workflows, and content lifecycle processes.
• An understanding of AI-facing content design and how content should be structured for retrieval, automation, agent assist, and hybrid support experiences.
• Strong stakeholder management skills and confidence working across business, operations, product, technical, and support teams.
• Excellent editorial judgment, written communication skills, and the ability to make complex information clear and actionable.
• Confidence operating in ambiguity and building new ways of working in a changing environment.
• A practical, customer-centered approach with a strong focus on quality, trust, usability, and continuous improvement.

About the company

gen-digital