Content Strategy Vice President

Morgan Stanley • South Jordan, UT

2d

About The Position

The Vice President of Content Strategy is responsible for defining and executing the enterprise-wide content strategy that enables a high-performing Global Service Desk and related technology support organizations. This role provides strategic and operational leadership over the Global Service Desk training function, ensuring that learning programs, knowledge content, and enablement materials are aligned to business outcomes, customer experience goals, and operational excellence. This leader will oversee the full lifecycle of content and training-from strategy and design through delivery, measurement, and continuous improvement-while managing and developing a team of 10 or more professionals across content strategy, instructional design, and training delivery.

Requirements

• Leadership & Strategy Proven experience leading content strategy, learning organizations, or enablement functions at a senior or executive level.
• Demonstrated ability to manage and scale teams of 10 or more people across multiple disciplines.
• Strong strategic thinking skills with the ability to translate vision into executable plans and measurable outcomes.
• Training & Content Expertise Deep experience in training program design, instructional methodology, and adult learning principles.
• Expertise in developing and delivering training for service desks, call centers, or technology support organizations.
• Experience with knowledge management systems, learning management systems (LMS), and digital content platforms.
• Communication & Influence Exceptional written and verbal communication skills, with the ability to influence at all levels of the organization.
• Comfortable presenting to senior executives and facilitating alignment across diverse stakeholder groups.
• Operational & Analytical Skills Strong analytical mindset with experience using metrics to evaluate training effectiveness and drive improvement.
• Ability to manage multiple priorities in a fast-paced, global environment.
• Education & Experience Bachelor's degree required; advanced degree in Education, Business, Technology, or a related field preferred.
• Experience in large, global, or enterprise environments strongly preferred.

Nice To Haves

• Experience in technology services or financial services environments is a plus.

Responsibilities

• Content Strategy & Governance Define and own the enterprise content strategy supporting the Global Service Desk and associated technology support teams.
• Establish content standards, governance models, and best practices for training materials, knowledge articles, and enablement content.
• Partner with Technology, Operations, and Experience leaders to ensure content aligns with service models, tooling, and customer needs.
• Drive consistency, quality, and scalability across all training and support content globally.
• Training Development & Delivery Provide executive oversight for the Global Service Desk training department, including onboarding, continuous learning, role-based curricula, and leadership development.
• Ensure the design and delivery of effective training programs across multiple modalities, including instructor-led, virtual, e-learning, and on-demand formats.
• Oversee curriculum development that supports first-contact resolution, operational efficiency, automation adoption, and customer satisfaction.
• Establish measurement frameworks to assess training effectiveness, skill progression, and business impact.
• Champion continuous improvement by leveraging performance data, feedback, and operational trends to evolve training and content offerings.
• People & Organizational Leadership Lead, mentor, and develop a high-performing team of 10+ professionals, including content strategists, instructional designers, trainers, and program managers.
• Build an inclusive, collaborative culture focused on accountability, innovation, and professional growth.
• Set clear goals, performance expectations, and development plans for direct and indirect reports.
• Manage departmental planning, resourcing, and prioritization to meet both short-term and long-term organizational needs.
• Cross Functional Collaboration Act as a strategic partner to Global Service Desk leadership, Product teams, Change Management, and Technology stakeholders.
• Support transformation initiatives such as process optimization, tool modernization, and increased self-service and automation.
• Communicate strategy, progress, and outcomes effectively to executive leadership and key stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees