Lead and improve content management processes, ensure quality and efficiency, and coordinate with stakeholders for operational excellence. Coach team members, build governance frameworks, and utilize tools for better performance tracking and reporting.
Key Accountabilities & Responsibilities
1. Capability & Process Leadership
- Partner with the global capability owner to translate global strategy into operational workflows, SOPs, and performance standards.
- Build and maintain end-to-end content management processes including intake, scoping, production, quality checks, review, sanitization, and publishing.
- Identify process gaps and drive structured improvements for turnaround time, quality, and efficiency.
- Serve as the subject-matter expert for operationalizing new global initiatives (taxonomy updates, metadata overhaul, CMS improvements etc.).
2. Delivery Management & Quality Assurance
- Manage day-to-day allocation of work across the content team, balancing BAU and project tasks.
- Set quality benchmarks and run periodic quality checks to ensure every output meets brand, compliance, and metadata standards.
- Run weekly production reviews, content pipeline health checks, and ensure SLAs and KPIs are consistently met.
3. Team Leadership & Capability Building
- Coach content managers to improve their operational skills (workflow discipline, metadata application, governance compliance, prioritization).
- Build capability plans focusing on CMS expertise, metadata tagging, templating, content structure, and digital best practices.
- Drive knowledge sharing, peer reviews, and continuous upskilling within the team.
4. Stakeholder Coordination
- Manage stakeholder expectations, timelines, and communication with clarity and professionalism.
- Ensure the CoE Content Management team aligns with global governance while executing with local efficiency.
- Collaborate with Sales Activation, Salesforce, CMS product teams, and AI/automation teams (for BOT, metadata engine, CMS improvements).
5. Governance, Reporting & Performance Tracking
- Build and maintain performance dashboards for SLA compliance, volume, cycle time, metadata quality, and publishing accuracy.
- Conduct monthly performance reports for leadership and global capability owners.
- Lead governance checks on metadata accuracy, content folder structure, template usage, and workflow adherence.
6. Tool, System & Platform Support
- Partner with platform owners (Salesforce, AEM, SharePoint, CMS teams) to provide business requirements for enhancements and fixes.
- Drive adoption of new tools such as the AI Sanitization Bot, AI Finder, and new CMS features.
Top Skills
Aem
AI
Cms
Salesforce
Sharepoint
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