Content Program Manager Jobs

Must be located in PST/MT time zone

Contract

Remote

We are looking for a Senior Content Program Manager to deliver the overall content strategy and objectives for Minecraft Customer Support, aligning this strategy to overall business strategy. This content includes a knowledgebase used by our customer service representatives and our library of player-facing articles found on Minecraft’s help site. In this role you will be responsible for overseeing the curation of content that is relevant, accurate and useful. You will monitor content effectiveness and prioritize the work for our content authors to improve effectiveness. You will establish the workflow for content creation, approval and sunsetting.

Responsibilities

• Create the strategy and roadmap for content in the support space, including localization of content, formats of content, and the AI use cases for content.

• Develop a prioritization and approval process for all content and training needed for Player Support (player-facing articles, Support Agent Knowledgebase, Support Agent Training,

• Lead tenured content author and training team in creating the content as defined in your strategy.

• Partner with analyst and support leads to identify gaps in content and prioritize work items for the content author to act upon.

• Research new tools, processes, and technology that may improve content experiences.

• Research and deploy agent-facing knowledgebase software.

• Create and maintain a Style Guide for our player facing articles to ensure consistency in tone and format.

• Build internal relationships to improve content effectiveness.

• : Qualifications (Required and Preferred)

• Required/Minimum Qualifications

• 5+ years’ experience in program management, or digital content strategy/management OR equivalent experience

Preferred Qualifications

• Understanding of current trends, including AI usage, in content development and management

• Familiarity of current best practices in Knowledge management

• Strong understanding of the call center environment and the role content plays.

• Strong analytical skills; capable of gathering, conducting, and evaluating data, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings.

• Creation of training materials

• Demonstrated ability to manage cross functional efforts, without managing the participants.

• Passion for gaming and a sincere interest in the latest technological trends (preferred)