The Senior Manager, Content Strategy will lead the newly established content management capability within Experience Management, building a high-performing, future-ready function for AI-enabled support experiences. This role will own the strategy, quality, structure, governance, and continuous improvement of source-of-truth support content across customer-facing, agent-facing, and AI-powered channels. The role will ensure content is accurate, clear, trusted, reusable, and structured so it can be effectively indexed, retrieved, and surfaced by customer- and employee-facing AI agents, as well as by human support teams. The role is central to delivering a seamless customer experience when customers need help with their products. It will bring content work into a unified operating model, replacing fragmented ownership with clear standards, workflows, publishing controls, lifecycle management, and measurable quality expectations. The Senior Manager, Content Strategy will lead a team of subject-matter experts and content specialists and partner closely with Experience Streams, Support Delivery, AI Enablement, Quality Assurance, Training, Product, Operations, and vendor teams. Key Responsibilities Content Strategy and Governance • Own the managed source-of-truth content function across customer, agent, and AI experiences. • Define and deliver a content strategy that supports self-service, virtual-agent, agent-assist, live-agent, and training experiences. • Translate approved product, policy, and process changes into structured, trusted, and reusable support content. • Define and maintain content models, taxonomies, metadata standards, templates, editorial guidelines, and style guardrails. • Establish and manage publishing workflows, review cycles, version control, content inventories, and lifecycle standards. • Build a unified operating model for governed content creation, review, publication, maintenance, and retirement. Content Creation and Continuous Improvement • Lead the creation, maintenance, and continuous improvement of customer-facing Help Center and knowledge-base content. • Own agent-facing knowledge, FAQs, answer-store content, and known-issue knowledge where these form part of the source-of-truth layer. • Ensure content is designed for findability, reuse, consistency, accessibility, usability, and AI readiness across the support ecosystem. • Use content audits, search insights, customer and agent feedback, AI quality signals, and operational data to identify and prioritize improvements. • Lead content UAT, content QA, surfacing validation, search and findability reviews, and governance checks. • Validate that the right content object, variant, tag, and answer surface in the right place, in the right format, and at the right time. AI-Enabled Support Experiences • Partner with AI Enablement to ensure content packages, structures, and requirements are ready for prompts, bots, low-code solutions, agent-assist tools, and other AI use cases. • Ensure content is structured to support retrieval, automation, and hybrid support experiences. • Monitor AI-driven quality signals and translate them into targeted content improvements. • Help establish practical standards for content accuracy, transparency, consistency, and trust in AI-enabled experiences. Leadership and Cross-Functional Partnership • Lead, coach, and develop a team of subject-matter experts and content professionals, establishing clear ways of working, ownership, quality expectations, and development plans. • Manage team capacity, prioritization, performance, and delivery against business and customer needs. • Partner with Experience Streams to translate customer intent, scenarios, and experience requirements into governed content outputs. • Work with Support Delivery to align content work with intake, sequencing, readiness, and governance processes. • Partner with Quality Assurance to turn customer and AI-quality signals into targeted content improvements. • Collaborate with Training, vendors, Operations, Product, and Support stakeholders to ensure content changes are understood and operationally usable. What Success Looks Like • A clearly established and trusted content management function within Experience Management. • A single, governed operating model for customer-, agent-, and AI-facing support content. • Improved accuracy, consistency, reuse, findability, accessibility, and overall quality of support content. • Greater confidence that content is structured, AI-ready, and surfacing correctly across channels. • Improved customer and agent satisfaction with the content used to resolve support needs. • Faster movement from customer or operational insight to a governed content change. • Stronger collaboration across Experience Streams, Content Strategy, Support Delivery, Quality Assurance, and AI Enablement. • A high-performing team of subject-matter experts and content specialists operating with clear standards, ownership, and development support. What You Will Bring • Significant experience in content strategy, content management, knowledge management, content operations, digital support content, or a related field. • Experience leading teams of subject-matter experts, writers, content specialists, editors, or knowledge professionals. • A strong understanding of how content structure, taxonomy, metadata, governance, and editorial standards improve findability and reuse. • Experience creating and managing content across multiple digital and support channels. • A track record of improving content quality through analytics, audits, search insights, feedback, and performance signals. • Experience with content management systems, knowledge bases, workflow tools, search optimization, or AI-enabled support platforms. • Experience building or scaling content governance models, publishing workflows, and content lifecycle processes. • An understanding of AI-facing content design and how content should be structured for retrieval, auto