Service Content Specialist

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Essential Functions:

• Works collaboratively to develop content for Holman’s Client Relations Department  to supports key business objectives across North America.

• Works collaboratively with the North American Service Training team to develop materials for onboarding including, but not limited to PowerPoints, job aids, & digital trainings.

• Works collaboratively with the Client Relations Upskilling Team (Success Desk) to develop additional training materials for Client Relations partners. 

• Outlines, researches, and composes a variety of engaging content, including (but not  limited to,) internal website content/communications (e.g., Pulse blogs, content library), infographics, videos, e-Learnings, articles, and talk tracks

• Maintains Holman’s knowledge bases, including posting, organizing, maintaining, and optimizing content across platforms for accuracy and usability.

• Demonstrates ownership of assigned content development, applying a project management mindset to setting and enforcing touchpoints and deadlines. Follow up with identified stakeholders to ensure timely completion of associated deliverables. 

• Applies branding and style guidelines along with best practices to deliver the right content in the right format; supports continuous improvement for ongoing refinement.

• Stays up-to-date on new and existing content tools and technology trends for content creation.

• Monitors key metrics and schedules regular reviews of the knowledgebase to identify areas that need to be updated / expanded.

• Prepares reporting on key departmental metrics for the Service Training and Content team.

• Accesses and uses the learning management systems (LMS), authoring tools (e.g., Articulate 360, PowToon, Adobe Captivate), and other technology used in instructional design projects. 

• Reviews instructional materials to ensure accuracy, clarity, and alignment with instructional design standards and project requirements. 

• Collaborates with subject matter experts, instructional designers, graphic designers, and developers to produce high-quality learning experiences. 

• Performs research regarding industry standards and benchmarks, competition, and macro trends to ensure content relevance.

• Exhibits consistent quality of work, including clear, concise and grammatically correct writing.

• Demonstrates ongoing proficiency in subject matter knowledge including Holman and Holman organizations, products and services, sales & service process and strategy, as well as industry and competitive differentiation.

• Works with peers for ad-hoc support or opportunities for new or updated content.

• Serves as main source of communication for updates to Client Relations processes, best practices, knowledge base, and methodologies.

• Performs all other duties and special projects, as assigned.

Education and/or Training:

• Bachelor’s degree in English, Journalism, Communications

• Proficiency in Microsoft Office, particularly Word, Excel, and PowerPoint

• Experience with Articulate 360, PowToon, Adobe Captivate or other design software strongly desired.

• Exceptional writing & communication skills

Relevant Work Experience:

• Proven skills in producing and editing content within a complex business environment, minimum 3 years.

• Experienced in working in a collaborative environment, including leading exploratory kick- off sessions, participating in key review meetings/final document review, content sign off and document production  

Planning/Organizing/Managerial Knowledge:

• Professional business writing experience required; experience writing customer support content strongly preferred

• Ability to manage multiple projects in a fast-paced, deadline-driven environment

• Must be self-motivated, with ability to work independently and as part of a team

• Demonstrates strong attention to detail, as well as organization and problem-solving skills