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Director of Content
Autodesk
San Francisco, CA, United States
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Director of Content
Location: San Francisco- United States
Requisition ID: 18WD26457
Position Overview
We’re looking for a Director of Content to lead our efforts to improve and manage the effectiveness, quality and coverage of content that is delivered through our various digital self-service help channels globally. These channels include our web site as well as contextual help features in our web portals and in our products. The business goals are reducing customer friction/effort, reducing support costs and supporting user adoption of our products. Productivity for the customer is our goal - get customers the right answer, the first time and help them get back to work.
Reporting to the Director of Digital Help in the Digital Platform & Experience division, this is a newly-created role that is part of our strategic investment in digital transformation to support our successful transition to a subscription business model. The Content team is one function within a team that designs, delivers and operates digital channels for customer help globally, with 12 million visitors and 50 million page views monthly. Our goal is to get users the best answer the first time and help them get back to work; helping them be productive with Autodesk solutions.
The Digital Help organization has a sophisticated multi-faceted approach to content and knowledge management, with a platform that delivers content through cloud-based microservices and aggregates a single virtual knowledgebase from multiple content management and community systems, enabling knowledge-sharing and content contribution by employees, partners and customers. We’re seeking the Director of Content to help us shift our focus, shape and mature the programs, processes and team, and optimize the effectiveness of the content being delivered.
Responsibilities:
• Manage a team that itself creates, edits, sources, enhances, curates and moderates help content for digital experiences;
• Provide cross-functional leadership to align and influence strategies for customer help-oriented content creation in multiple parts of the company including product development, technical support, call centers, technical sales and marketing;
• Define and implement strategies for the appropriate inclusion, curation, moderation and amplification of ecosystem. User-generated content contributed voluntarily by the employee, partner and customer community;
• Articulate user needs and define business requirements for platforms and tools that accelerate and improve the health of the knowledge-sharing
• Develop and drive a unified content strategy for self-service help that puts customer success at the center. Understand the end-to-end customer journey—from presale to product usage to support needs—and drive the effective, efficient and scalable development or sourcing of relevant helpful content in forms that can be made readily-available for customers at any touchpoint where they might need help.
• Establish governance for a federated help/self-service help content model across the organization. Form and lead a cross-divisional strategy that can shape and drive a coherent content strategy, with clear shared artifacts that define agreed-upon content architecture (well-defined content types mapping to specific customer needs, and specific teams and processes), content lifecycle, workflows and processes, standards and guidelines, and measurements of success.
• Establish process-based policies to improve the overall effectiveness and quality of the content available to our customers. Establish strategic partnership with the various call center organizations who author knowledgebase content; and the product teams who author product documentation. We anticipate this role forming and leading a cross-divisional core team to rationalize and unify disparate programs and efforts across the organization and drive coordination in the development of strategy; process improvement; guidelines and the measurement of content performance.
• Manage a staff of writers, editors. Responsible for management and development of resources (including consultants, vendors and remote workers, in different time zones), including managing managers. Responsible for selection, mentoring, coaching, performance management and assessment, and rewards and recognition. This includes team building with those from other units who participate on projects. Ensure proper performance management and rewards/recognition guidelines are followed within own team.
• Drive active content / knowledge management effectiveness for customer self-service. Actively manage and drive continuous process improvement impacting the full lifecycle content management across the entire breadth of knowledge-sharing workflows that contribute to our inventory of self-service content. Through both direct and indirect management and leadership, take accountability for the effectiveness of the content component of digital self-service. Drive the definition and implementation of standards, guidelines, measures and most importantly processes that ensure the most effective customer experience possible. Take ownership for process improvement in content creation, editing, review, curation, moderation, maintenance, measurement, amplification auditing, and retirement.
• Monitor and drive effectiveness and quality. Diagnose and improve bodies of content by applying the right content strategy and tools for the problem, including audits, inventories, content models, journey maps, workflow analysis, taxonomy and metadata, reuse strategy, and governance. In partnership with the business analytics team, define ways by which we actionably measure helpful content availability, effectiveness, quality, and findability on Autodesk web sites and in-product.Implement appropriate processes and feedback loops to ensure accountability and drive continuous improvement.
• Content acquisition programs. Oversee the management and development of programs, including our existing Authorized Publisher program, to actively source high-quality content for use in digital customer self-service contexts. Steward Autodesk’s relationship with an ecosystem of third-party e-learning providers, maximizing both the health and diversity of that ecosystem and Autodesk’s business benefit from it. Innovate with other programs for actively sourcing high-quality content from companies and individuals.
• Community Contribution Programs. User-generated content contributed by employees, partners and customers plays an important role for us, both because it helps us scale our knowledge ecosystem and because the true expertise in the use of our deep, complex professional tools is highly-distributed. This role will oversee global programs that define the role that user-generated content plays and manage those programs that shape how Autodesk engages individuals and companies to do so; while encouraging them to do so, effectively, with high-quality content. This includes programs and direct and delegated staffing models for curation and moderation.
• Be a steward of the Autodesk digital help experienced as manifested in our content. Be a champion and arbiter of best practices in content development, including structure for self-service effectiveness, as well as voice, tone, grammar, messaging, and style.
• Drive organizational alignment. Secure intra- and cross-divisional buy-in for the frameworks and strategies developed by you and your team, both with stakeholders and with teams that participate in content development or amplification.
• Localization.Define and drive localization cost-effective strategies for help content localization where that content is created by your team or in the support knowledgebase. Manage the budget for translation of product-agnostic help and self-service content.
Minimum Qualifications:
• 15+ years of senior-level experience in technical content develop and/or publishing.
• 5+ years of management experience, including experience managing writers or editors and relationships with vendors and consultants.
• Demonstrated leadership effecting change in cross-organizational contexts, influencing teams outside one’s own management structure.
• Ability to quickly size up complex situations, make decisive recommendations, and influence others to buy in—while retaining the flexibility to make course corrections along the way.
Preferred Qualifications:
• A keen business sense allied with a journalistic eye for great content that will move the needle for customers.
• Ability to evangelize the strategic importance of content to other functions in the organization
• Operational skills in managing a digital content pipeline, and familiarity with content management systems.
• Program management experience.
• Deep knowledge of content strategy for the web, including SEO.
About Autodesk:
With Autodesk software, you have the power to Make Anything. The future of making is here, bringing with it radical changes in the way things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity.
Our software is used by everyone - from design professionals, engineers and architects to digital scientists, students and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our ultimate goal is to expand opportunities for anyone to imagine, design, and make a better world.