at Ford Motor Company in Augusta, Maine, United States
Job Description
Content Strategy & Implementation Manager
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world — together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Ford’s Model E team is charged with delivering the company’s vision of a fully electric transportation future. Model e is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.
What you’ll do…
Your Ford Ambassador (YFA) is a human led digital experience (2-way SMS) between Ford and our Ford owners. As the YFA product grows past MVP, implements additional use cases and scales across the Ford enterprise, there are strategic content and UX competencies that are needed to sustain and grow the product appropriately (scaling economically). Content strategy, development, and implementation is needed to run the YFA business
1. YFA Content Governance (ensuring we are always providing our agents with the information they need to address customer questions and concerns, this is a living need as customer concerns are always new and changing)
2. Knowledge Base for Scaling. We are currently transferring to the solution that the broader contact center is using, and this solution needs content monitoring, uploading and creation.
3. Legal Coordination (we need to ensure we have an established process with legal to make sure that what we are communicating with customers is legitimate)
4. Go-to-market messaging (crafting our YFA messaging with soliciting enrollment via all opt in channels)
5. UX experience working with the business on Use Case Journey Mapping.
6. Knowledge Base Content to SMS strategy and writing (currently articles in Knowledge base are optimized for voice channels, how do we optimize for SMS, both strategy and deployment)
7. Managing feedback loop with agents (creating feedback loop and monitoring to ensure we are supplying them with appropriate content, as well as identify areas to automate to increase agent capacity and throughput)
8. Knowledge Base Article Creation and Submission (when new topics are presented to agents by customers, meeting with the appropriate SME’s to create content article and submit article into Knowledge Base System – Content Governance)
9. Out-reach scripting for each use case (writing proactive SMS texts that will be deployed by automation for each new use case and subsequently writing next best texts for agents)
10. Bot-Human-Automation-AI Strategy (helping define the new economic way to deploy YFA across the enterprise by identifying what is automated, what is bot, and what requires human responses and interactions.)
11. Survey Strategy (how do we modernize the way we survey/get customer feedback that use YFA to define CSAT (customer satisfaction), NPS (net promoter score) and other customer driven KPIs) (key performance indicators)
12. Creative Development and Strategy for each use case (data has shown that customers appreciate pictures and images in their interactions with the agents, content strategist will analyze when this type of content is needed and implement into agent talk tracks.)
This position is remote unless the candidate lives within 50 miles of one of our offices.
You’ll have…
+ Bachelor’s degree or a combination of education and equivalent experience
+ 5+ years’ experience in a writer, content, UX or similar role
+ 2+ of experience leading cross functional projects
+ 2+ years of experience collaborating with a team
+ Able to provide a portfolio of your work containing your creative content writing abilities
Even better, you may have…
+ BA in communication, UX or similar degrees
+ Passion for the EV business
+ Navigates white space comfortably
+ Self-starter
You may not check every box, or your experience may look a little different from what we’ve outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
+ Immediate medical, dental, vision and prescription drug coverage
+ Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
+ Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
+ Vehicle discount program for employees and family members and management leases
+ Tuition assistance
+ Established and active employee resource groups
+ Paid time off for individual and team community service
+ A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
+ Paid time off and the option to purchase additional vacation time.
For a detailed look at our benefits, click here:
https://fordcareers.co/LL6HTHD
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
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Requisition ID : 33355
