Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds,  and make a meaningful impact, we want to hear from you.

The Content Manager will collaborate with business leaders to develop workflow processes to create, update and maintain knowledge articles in support of Equifax Contact Center agent phone and email customer service functions and Equifax customer self-service capabilities. This role will shape content development and maintenance strategies and leverage proven best practices in order to increase consumer, agent, and team member comprehension. The Content Manager will review, edit and publish articles created by Content Authors and provide quality assurance and principal review for articles and email functions. They will analyze data for trends in usage and business needs and provide reporting and collaborate with leadership to improve department processes.

What you will do

Work with QA, operations, compliance, product teams, and client feedback or data to determine upcoming content needs.

Oversight of processes and procedures related to content lifecycle including knowledge article creation, periodic review, content audit, expiration, versioning and communication

Edit complex procedures for accuracy, suggest revisions and provide feedback

Planning for email and self-service applications through the knowledge base software

Partner with QA and Operations to determine effectiveness and continuous improvement

Collaborate with trainers, operations managers, vendors and end-users to understand documentation requirements

Partner with subject-matter experts to develop guided help tools for complex procedures

Evaluate articles against content guidelines, standards and applicability for user roles and profiles. Provide guidance to content authors and review work for accuracy, grammar, spelling and punctuation

Adapt workflow priorities as unexpected communication events occur

What experience you need

Bachelor’s degree or equivalent experience in Technical Writing, Communications or English

2+ years of experience in instructional design, content strategy, authoring, document management or related operations position required

Strong analytical skills to understand processes and create tools that allow others to easily understand them

Highly skilled in written correspondence and instructional design, with the ability to tailor written content to different audience

Knowledge base design and management experience, especially within the Salesforce Platform

Proficiency using MS Office/Google Suite products

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What could set you apart

Exceptional time management skills and the ability to respond to inquiries quickly and effectively

Strong bias for action with the ability to juggle multiple priorities and create a sense of urgency

Detailed-oriented, with aptitude for solving unstructured problems

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible?  Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Primary Location:

USA-Atlanta-One-Atlantic-Center

Function:

Function - Fulfillment / Operations

Schedule:

Full time