Manager, Content Management & Technical Writing

Wolters Kluwer•White Plains, NY

1d•Onsite

About The Position

The Manager provides day-to-day oversight to a team of content managers, verification team members, and customer service operations associates charged with conducting advanced business license research and verifications to develop and further our internal knowledge and to ultimately support both our internal and external clients. The Manager also develops our website content and ensures that our knowledge base is shown in the most effective manner reaching the broadest possible audience. In conjunction with our technology and product teams, the Manager supports all technology-related initiatives geared towards the advancement of our industry knowledge and the products and services that rely on it. This function includes, but shall not be limited to, concept testing, development support, project implementation, and team training.

Requirements

Ability to lead and make focused decisions that propel the business forward
Proven record of leading a team and delivering high-quality, time-sensitive results
Comfort functioning in an always evolving regulatory environment
Demonstrable project management record
Excellent organizational and communication (both verbal and written) skills
Desire to work in a fast-paced, evolving environment
Excellent attention to detail and high degree of accuracy and consistency
Ability to travel domestically up to 10% of the time.
Bachelor’s degree or equivalent
3+ years of management experience or equivalent, preferably in a licensing field

Responsibilities

Sets annual, quarterly, and monthly plans for the development and furtherance of our internal proprietary database of license information, collectively “the BL Brain”, and delegates responsibility to the team ensuring the goals are achieved.
Advances our internal BL Brain database by proactively identifying relevant changes to client represented industries or emerging industries and develops team assignments for updating our industry information as updates are required.
Leads the integration of all knowledge sources, by making updates to catalogs of data including, but not limited to, BL Brain, checklists, intakes, forms manager, cheat sheets, and web content, and supports any future migration of industry information to a new platform.
In conjunction with IT, drives technology related initiatives surrounding the BL Brain and its practical applications, including, but not limited to, AI-related functionality and Tracks and announces database and technology progress and enhancements to leadership and the company on a regular basis.
Synchronizes with all CT BL Teams to recapture data found in the course of order fulfillment.
Leads the production of regular content generation and thought leadership articles for our website, podcasts, webinars, and social media pages in conjunction with our Marketing and Sales departments.
Monitors industry changes that are prime for dissemination to both our internal and external clients.
Oversees the preparation, development and distribution of our Regulator Tracker products and off-the-shelf research products, including but not limited to, remote employee and money transmitter surveys.
Partners with our Sales Team to provide subject matter expertise support on sales calls, RFPs and quotations.
Oversees all functions of the Verifications Team and serves as a subject matter expert in verification processes and systems.
Ensures complex or sensitive verification tasks are on track and communicates out timelines to all impacted parties.
Develops KPIs, metrics and performance standards for Verifications Team and communicates project statistics to BL leadership on a consistent basis.
In conjunction with the Team Lead, monitors verifications project deadlines and identify risks to delivery.
Adapts team processes to improve efficiency and scalability and cross-support other BL teams in times of volume shifts.
Hires, trains, and develops new and existing team members to ensure added growth and development within the team.
Develops and monitors employee metrics/key performance indicators for the team.
Conducts bi-annual employment reviews and makes recommendations for merit-based promotions.