Director, Content Strategy

About the team

The Content Strategy team is a part of the larger Contact Center Operations team at Zillow Group. We provide our customer-facing partners with the tools and resources required to function with operational rigor as we strive to give people the power to unlock life’s next chapter.

Our Content Strategy team is a dynamic group of strategists, content managers, and editors who collaborate to create engaging, impactful content that drives business results. We work closely with marketing, product, program, enablement, and frontline teams to ensure our messaging resonates across multiple touch points and audiences. Together, we are passionate about storytelling, data-driven decision-making, and continuous improvement. Come join us!

About the role

We are seeking a Director, Content Strategy to lead the creation and execution of a world-class content strategy that aligns with business goals and drives measurable impact. In this role, you will lead all aspects of the development of content initiatives and coordinate the design and implementation of a scalable content strategy inclusive of both internal and external knowledge bases. You will collaborate closely with cross-functional teams to ensure a cohesive content strategy that resonates with relevant stakeholders across multiple functions and lines of business. Additionally, you will oversee a team of content strategists, managers, and editors, ensuring the highest standards of creativity, consistency, and effectiveness.

In this role, you will be responsible for:

• Strategy Development & Execution: Develop and execute a comprehensive content strategy that aligns with company objectives and brand voice. In particular, support the development and long-term success of a unified help center for external customers while also supporting our strategy for internal content delivery for frontline teams.
• Governance: Establish a content governance framework to ensure brand consistency and alignment across channels. Oversee content calendars and workflows to ensure timely, efficient, and scalable production.
• Team Leadership and Collaboration: Manage and mentor a team of strategists, managers, and editors, fostering a culture of creativity and performance. Facilitate collaboration with cross-functional teams to align content with sales, support, product, and customer success goals.
• Content Creation & Optimization: Lead the development of high-impact content, leveraging SEO and analytics tools to measure effectiveness and optimize content performance. Identify key audience segments and map content to various stages of both internal workflows and external customer journeys.
• Performance Measurement and Reporting: Analyze performance data and feedback to drive improvements and ensure that content is not only effective, but linked to improvements in business outcomes.
• Stakeholder Management: Communicate goals, progress, and outcomes regularly to key stakeholders, driving transparency and accountability. Proactively engage leaders and business partners to understand needs and ensure enablement programs address critical gaps in knowledge, skills, or tools.
• Cross-Functional Collaboration: Partner closely with cross-functional teams to align content with company objectives.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $167,900.00 - $268,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

You are a performance-driven, hands-on leader who balances strategic thinking with operational excellence to deliver content that performs. You think about the big picture, and problem solve for the future by inspiring your team to deliver your vision.

Experience:

• Minimum 10+ years of experience in content strategy, with at least 5+ years in a senior leadership position.
• Proven experience in content strategy, with a strong portfol