Learning And Development Program Manager - (Gaming Customer Center)

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Experience the power of transforming digital engineering for Fortune 500 clients
• Solve complex problems – and learn new skills
• Master your craft with leading training programs and hands-on experience
• Build the coolest tech for world’s leading brands

Experience a community of change makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

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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.

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)

Must have:

1. Content Strategy Experience – 5 years of experience
2. Management of Knowledgebases – 3 years of experience
3. Strong analytical and communication skills – 3 years of experience

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance, Dental insurance, Vision insurance, 401(k) retirement plan, long-term disability insurance, short-term disability insurance, and 5 personal days accrued each calendar year. The Paid time off benefits meets the paid sick and safe time laws that pertain to the City/ State, 10-15 days of paid vacation time, 6 paid holidays, and 1 floating holiday per calendar year, Ascendion Learning Management System.

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