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Content Maintenance/ Engagement Monitoring
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**Content Maintenance/Engagement Monitoring/Communications Delivery Services Professional**
Location: Guadalajara, Mexico
Reports to Digital Solutions, Vendor Management, Insights & Reporting Services Professional Lead
Manage organization-wide engagement surveys, distribute internal communications, and maintain portal content as required to ensure understanding across the employee and manager populations and facilitate the self-service experience. They will partner with functional SMEs to deliver communications and update documentation based on identification of required content updates.
**Key Deliverables**
- Work with content contributors/owners to define and author content (strategy, policy, procedures, news, etc.) for portal site
- Manage publishing of content to portal site
- Update documentation based on proactive identification of required content updates and by managing change requests and working with requestors to understand requirements
- Ensure content is always up to date, relevant, and consistent through documentation audits
- Work with appropriate parties to manage translation of content as needed
- Distribute internal communications
**Desired behaviors and attributes**:
- Written communications expertise
- Ability to communicate clearly and effectively to a broad business audience
- Detail-oriented execution of routine and complex processes
- Demonstrates project management discipline to coordinate with SMEs and functional experts in order to develop effective content
- University Degree or equivalent experience in a related field
- 1-2 years service center experience with direct customer interaction
- Familiar with content management practices and processes preferred
- Digitally savvy and proficient in the use of digital tools to engage internal or external customers
- Familiar with processes to develop, test and deploy digital tools
- Proven time management skills, and a strong sense of urgency
- Ability to quickly comprehend requirements and carry out transactions in accordance with set standards
- Ability to establish effective professional working relationships
- Problem-solving skills and a customer service orientation
- Able to run reports and interpret data to conduct analysis
- Consistent exercise of judgment and escalation as necessary to resolve problems
- Strong work ethic, integrity and personal accountability
- Strong communication and interpersonal skills and a collaborative team spirit
- Proficient use of applicable technology and MS Office
- Demonstrated ability to communicate verbally and in writing
- Multi-lingual fluency: English (required) plus one or more of the following: Spanish, Portuguese
- Limited travel
- May require non-standard work hours
**Language Skills & Proficiency - **Verbal & Written**
English (Must have) - High
Portuguese (Nice to have) - Medium
**Relocation Available**:
No
