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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.
