Senior Manager, Content Strategy

About the role

The Senior Manager, Content Strategy will lead a newly established content management capability within Experience Management, building a high‑performing function for AI‑enabled support experiences. This role owns the strategy, quality, structure, governance and continuous improvement of source‑of‑truth support content across customer‑facing, agent‑facing and AI‑powered channels.

Key responsibilities

• Define and deliver a content strategy supporting self‑service, virtual‑agent, agent‑assist, live‑agent and training experiences.
• Establish content models, taxonomies, metadata standards, templates and editorial guidelines.
• Lead creation, maintenance and continuous improvement of Help Center, knowledge‑base and agent‑facing content.
• Partner with AI Enablement to ensure content is structured for retrieval, automation and hybrid support experiences.
• Coach and develop a team of subject‑matter experts and content specialists, managing capacity, prioritisation and performance.

Required profile

• Significant experience in content strategy, knowledge management or digital support content.
• Proven track record leading teams of writers, editors or knowledge professionals.
• Strong understanding of taxonomy, metadata and governance to improve findability and reuse.
• Experience working cross‑functionally with product, support, quality assurance and AI teams.

Required skills

• Content management systems (CMS) and knowledge‑base platforms.
• Workflow and publishing tools for content lifecycle management.
• Search optimisation and analytics for content quality improvement.
• AI‑enabled support platforms and understanding of AI‑ready content design.