SPECTRUM Hiring for Senior Editor Full Time

JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is evolving the holistic customer journey across all customer touch points and driving self-service capabilities across our sites. This dynamic role on a collaborative team works directly with multi-functional teams across the company. This position plans and develops new content and reviews current support content for strategy and accuracy. This role is responsible for our content calendar strategy, and support Tiles calendar, which involves working with many key partners, product owners, customer support, user experience, legal and marketing. Our Senior Editor ensure content is up-to-date, consistent and adheres to the brand voice. This role requires deep experience creating online support content strategies and communications at a large technology, telecommunications or similar company. Must also demonstrate a strong understanding of best practices in web design and copywriting, have experience using content management systems (e.g., Drupal, Word Press) and exhibit excellent communication skills. Must be able to manage large-scale content projects, including new product launches and content audits.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Lead the creation and delivery of engaging self-support content that both captures the customer’s interest and allows them to self-service with little effort.

Manage the development of interactive digital content to be delivered over the web.

Work with Marketing, internal and external agencies to produce content calendars, decks, coordinated support content and video scripts.

Define intuitive troubleshooting and customer process flows to enable self-service.

Leverage a foundational knowledge of Charter’s products and relationships with subject matter experts to review and edit content, making certain it is accurate and relevant.

Leverage SEO and natural language concepts to optimize the customer’s search for support information based on the customer’s terminology and description of the problem.

Continuously iterate and improve content based on customer feedback and data analysis.

Create s and presentations to capture and share online support accomplishments.

Collaborate with marketing and product teams to ensure a consistent brand tone in all customer communications.

Deeply engage with teams to identify current customer pain points and quickly develop new content plans as part of new product introductions and annual releases and events.

Support service alerts with the timely delivery of critical information and tips for affected customers with collaboration and quick turnaround times.

Create plans and documentation to audit content and author content.

Experience tracking, assigning and completing tickets and assignments on deadline.

Write clear and persuasive copy for different platforms.

Revise, edit and proofread content according to style and accessibility guidelines.

Research solutions and write persuasive and appealing product positioning, ensuring content addresses customer call drivers and pain points.

Work directly and effectively with business leads and designers in collaboration to develop and improve copy and participate in team collaboration and peer content sessions.

Understand search optimization (SEO) and accessibility guidelines.

Maintain team processes and guidelines to lead collaboration and peer content sessions, providing guidance on content layout and delivery.

Collaborate with publishing team on business requirements for publishing tools (within the Content Management System).

Communicate effectively with team members to seek information and resolve questions regarding any aspect of projects.

Must have knowledge of standard concepts, practices, and procedures of writing copy for print, web, and digital media.

Manage content across digital plaforms for cohesive messaging across IVA, IVR, digital service communications and support content, including within the My Spectrum App.

Other duties as requested.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Shows excellent command of the English language with a knack for sentence structure and grammar
Excellent written and verbal communication skills
An articulate speaker and writer who is able to present ideas clearly
High attention-to-detail
Open to constructive feedback and understands that revision is an essential part of the creative process
A team player comfortable in a collaborative environment
Must be a highly creative and innovative thinker who loves participating in the creative process from brainstorm to launch
Organized, self-sufficient, and self-motivated
Understand best practices for web writing and design
Strong analytical approach to presenting recommendations and making decisions
Independent thinker
Customer focused
Technically savvy
Project management skills
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Ability to learn and adapt quickly to a dynamic and fast-paced environment
Ability to work under the pressures of tight deadlines, multiple projects and other demands

Required Education
Bachelor’s degree in English, journalism, marketing, public relations, or related field, or equivalent work experience

Required Related Work Experience and Number of Years
Copywriting/Editing Experience – 5+
Experience in developing self-support and/or online training content – 3+
Project management experience – 2+
Experience in media or telecommunications industries is a plus – 2+

WORKING CONDITIONS
Office environment

Exposure to moderate noise levels

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