The overall purpose and objective of this role is analyzing, writing, editing, curating, and publishing high complex procedures, guidelines, job aids, process maps and manuals for Strategic Learning Delivery facilitators, agents, claims adjusters, and back office support teams within Operations to increase productivity, improve accuracy, and contribute to the attainment of Assurant’s goals and objectives.  This role will provide guidance and recommendations to all levels of leadership, business partners (internal/external) and team members. Primary Job Accountabilities/Responsibilities Create, assess, and leverage best practices of client & system procedures, guidelines, and process maps for optimal business practices Collaborate and leverage quality results with subject matter experts and process owners by influencing enhancement(s) to improve agent proficiency and customer experience Participate as a major contributor with client process reviews, audits and remediation action plans for procedure changes, documentation and/or process maps Participate as a major contributor with the Operations Process Management Team within the Operation by creating efficient processes to decrease AHT for all technical documentation services Simplify technical concepts by translating complex technical information into clear, concise and user-friendly formats. Use various resources, such as the Microsoft Writing Style Guide; Assurant-specific branding guidelines; technical writing standards; and document templates to aid in documentation development. Review and proofread documents to ensure they meet quality standards and are free of errors. Maintain and update existing documentation to reflect new information, changes, or updates in processes and / or systems. Gather and incorporate feedback from users to improve clarity and usability of documentation. Research and understand user behaviors and needs to ensure content is relevant and user centered. Create clear, concise, and engaging content that is accurate and easy to understand. Design content frameworks, taxonomies, and metadata schemes for optimal content organization and searchability. Ensure content meets accessibility standards. Ensures content design consistency using various sources, such as Mailchimp Content Style Guide; user-centered design principles; and SEO guidelines Keep information architecture and content optimization at the forefront of development, ensuring that documentation is easy for users to find; guides the user through content seamlessly; enhances readability; and incorporates multimedia to cater to different learning styles. Facilitate and participate in team, departmental, and business partners conference calls and meetings as required. Perform periodic focus groups with users to obtain feedback for continuous improvement and engagement. Learn and adapt to changing technology and design principles to ensure that what is developed stays fresh, innovative, and creates optimal engagement with users. Participate in user acceptance testing (UAT) as necessary or when required to ensure that system functionality behaves as expected before creating new or updating existing system-specific documentation: Conduct testing according to plan as set by the Operations Process Management (OPM) team, ensuring all test cases are executed by specified due dates Promptly identify and report defects or usability issues and work with development team to re-test cases, as necessary Once final adjustments are made, create new or edit existing articles in the knowledgebase that properly document and instruct users how to perform the process / function. Qualifications/Requirements Bachelor’s degree in English, Communications, Business Administration, or a related field, or equivalent work experience 1+ years of leading projects, teams, or process 3+ years in technical writing/content design services Preferred Experience, Skills, and Knowledge Knowledge of technical writing and content design models and principles and a demonstrated ability to apply them to the design and development of content/documentation which meets the needs of a diverse scope of users Strong working knowledge of various software programs- Microsoft Office 365 including Copilot, Visio and other similar  2+ years of experience in the financial services, mobile, home warranty, or auto industry Knowledge of web-based software applications or authoring tools- Helpjuice, ServiceNow, RoboHelp, or other content management systems (CMS) Preferred knowledge and/or experience of animation software tools for videos, photography, design, web, UX and more- SnagIt, Vyond, Adobe Captivate, and Adobe Creative Cloud

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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Assurant has two Global Capabilities Centers around the world. One of them is located in Argentina and is constantly growing and expanding.