Associate Director, Field Content Capabilities

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Position Summary:

The Associate Director, Field Content Capabilities is responsible for leading, managing & optimizing the content strategy, execution and operations for the field channel globally across all content formats. This role is crucial in ensuring that content is relevant, engaging, and effectively delivered to support sales objectives and drive engagement within that particular channel. The job responsibilities will entail leading channel & content format standards/guidelines (in line with compliance needs), governance, op models, change management, execution, operations & performance management to continuously amplify customer engagement & experience. The said individual in role will need to work closely with a cross-matrix, global team of business stakeholders, BI&T partners and external vendors to ensure the content strategy is pulled through using authoring, testing & deployment tools/platforms that meet the needs of our customers and enable impactful experiences across content formats of the field channels.

The role will also be responsible for shaping the strategic roadmap for the digital solutions (i.e. platforms/tools) that would be leveraged to deliver engaging content experiences (across formats like but not limited to IVA, FTE, Video, 2-way Messaging etc.) for the field channel. The individual would need to have strong hands-on experience to manage breadth & depth of the digital platforms leading / prioritizing Book of Work, Co-manage the backlog and ensure overall execution of roadmap to meet business goals & objectives.

Key Responsibilities:
 

Strategy Development and Execution:

• Define, develop and execute comprehensive content strategies for the field channel to achieve business goals & objectives.

• Identify and prioritize key initiatives and projects that will amplify customer engagement & experience.

• Develop comprehensive business case(s) in line with the above to support business outcomes of new/enhanced field content capabilities.   

• Collaborate with cross-functional teams to understand/translate the business requirements into technical specifications to be able to execute (incl. design, development, testing, deployment & continuous measurement) and deliver for the end customer.

• Lead the design, development, testing and deployment of new features and enhancements for the platforms.

Customer-Centric Approach:

• Deep understanding of customer needs and behaviors to create personalized and engaging digital experiences & commitment to enhancing customer satisfaction and loyalty.

Channel Management:

• Be the single point of contact for all field content capabilities including new & ongoing program/project execution as well as ongoing operations for any service requests, issues or incidents.

• Lead the overall channel & platform/tools strategy incl. solution architecture and long-term (12-36 month) roadmap

• Oversee the management and optimization of content delivered for the field channel, across all content formats like but not limited to IVA, FTE, 2-Way Messaging (Whatsapp, LINE, WeChat) etc.

• Ensure consistent and cohesive messaging across all touchpoints.

Content Management:

• Plan, create, and manage digital content to drive traffic, engagement, and conversions.

• Collaborate with content creators to develop high-quality, relevant, and engaging content.

• Ensure all deployments follow release management processes/schedule.

Performance Mon