Advertising/Marketing/Public Relations, Arts, Entertainment, and Media, Computers, Software, Information Technology, Installation, Maintenance, and Repair, Internet/E-Commerce, Sales, Executive Management, Research & Development, Web Technology, Writing/Authoring
Assistant Manager, Knowledge Support
Nintendo of America Inc.
pioneer in the creation of interactive entertainment, Nintendo Co., Ltd., of
Kyoto, Japan, manufactures and markets hardware and software for its Nintendo
Switch™ system and the Nintendo 3DS™ family of portable
systems. Since 1983, when it launched the Nintendo Entertainment System™,
Nintendo has sold more than 4.5 billion video games and more than 710 million
hardware units globally, including Nintendo Switch and the Nintendo 3DS family
of systems, as well as the Game Boy™, Game Boy Advance, Nintendo DS™
family of systems, Super NES™, Nintendo 64™, Nintendo GameCube™,
Wii™ and Wii U™ systems. It has also created industry
icons that have become well-known, household names, such as Mario, Donkey Kong,
Metroid, Zelda and Pokémon. A wholly owned subsidiary, Nintendo of America
Inc., based in Redmond, Wash., serves as headquarters for Nintendo’s operations
in the Americas. For more information about Nintendo, please visit the
company’s website at http://www.nintendo.com
DESCRIPTION OF DUTIES
Manages the knowledge support content lifecycle workflow from authoring through publication, including review, editing, curation and maintenance, and usage measurement.
Defines, documents, and implements workflows, tools, and systems for knowledge support content authoring and publication.
Uses data for on-going research and develops initiatives to ensure knowledge support content and methodologies meet or exceed contemporary industry standards and delivery innovations.
Researches and implements initiatives that contribute to search engine optimization (SEO), including optimization of copy and landing pages, discovery and expansion of keyword opportunities, and content recommendations for organic SEO success.
Defines knowledge support content taxonomy and metadata that support search engine optimization, navigation, and situational and operational reporting.
Provides and reports on content measurement using a combination of web analytic tools, marketing automation, content management systems and social media management tools.
Provides direction on knowledge support content style and tone that maximize the effectiveness of multiple support channels, including agent facing, online support web pages, email, chat, SMS, and social media.
Proofreads, edits and approves knowledge support content for accuracy and consistency.
Identifies ways to improve knowledge support content writing in terms of structure, clarity, concision, tone and the strength of its content.
Creates and oversees the knowledge support content authoring and publication calendar and ensures content is published as scheduled.
Collaborates with global knowledge teams on alignment with knowledge support content and knowledge base guidelines and practices.
Establishes KPIs for all work streams related to knowledge support content authoring and usage.
Uses content management systems to analyze user engagement metrics.
Establishes quality editorial standards.
Champions best practices and drives for continuous process improvements in knowledge support content development to ensure quality deliverables and efficiency from the team.
Builds and coaches content team, including writer and editor hiring, onboarding, training, etc.; designs and implements training programs to bring about expedited onboarding and editing consistency.
Qualifications & Requirements
SUMMARY OF REQUIREMENTS
Bachelor’s degree in related field or equivalent work experience required
5 years of writing or content experience
Experience managing writers/editors required
Excellent reviewing and editing skills, with demonstrated attention to detail
Proven ability to understand a strategic vision and lead its execution
Understanding and experience in using project management principles and methodologies
Possess a creative and imaginative mindset with proven ability to work independently and multi-task
Excellent verbal and written communication skills
Ability to establish credibility and build relationships with, and influence all levels within an organization and across different operating units
Ability to react quickly within a constantly changing environment
Deadline driven, audience focused, adaptable and excellent time management and organizational skills
Undergraduate degree in Business or a related field, or equivalent preferred
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