PhonePe is looking for a CX focused leader to lead it's Content Strategy across Product and CX teams. Content is a key element to making up the overall customer experience. Through this role, we are looking to reimagine how we create content for all types of messaging for our customers (& internal teams in some cases) to make their interaction with us simple, easy and effortless. This leader will drive the strategic vision for the team, create and measure the success of their work through global NPS & Customer Effort Score data. The ability to influence the org at various levels, drive the right culture across design teams and positively influence customer behaviour & experience will be key to success.

Job Requirements:

- Create strategy and roadmaps for content management teams across Product & CX.

- Determine staffing resources, needs and allocation based on Product and growth priorities and ensure the team is setup for success.

- Provide recommendations for the development of Content & Knowledge Management systems and drive results by designing and implementing process improvement solutions, at scale.

- Collaborate with internal partners such as product, localization teams, subject matter experts, legal, and marketing teams to develop relationships that enable the team to develop accurate and effective support content for existing and new product features or problems.

- Work with your team to evaluate and meet content needs for customers & partners, maintaining a customer-centric focus.

- Leverage industry knowledge and partnerships to continuously inform future content management strategy and changing business needs.

- Develop and maintain productive, effective, high morale teams that are solving challenges for our customers with easy to understand, relevant & impactful content.

- Drive effectiveness through the use of existing or new technology and streamlined processes that are data-driven and provide meaningful, consumable insights for the business partners and the overall health of the operations.

- Understands the business strategy and direction, anticipating and developing business priorities that are actionable and provide leverage or insights for the business from a macro lens.

- Recognizes the need for continuous improvement and works to orient people, processes, and systems in the new direction in tune with with the maturity of the business and the team.

- Define and maintain best practices and processes

Basic & Preferred Qualifications :

- 10+ years of Content Operations experience

- A writer at heart (having a blog of their own)

- 5+ years in a people management role

- Experience in writing for the Indian customer will be an advantage; good understanding of user interface design will be an advantage as well

- Experience of working in a Product-Tech environment is a must

- Strong decision-making ability based on the company's values and culture, and demonstration of consistent follow-up and follow-through in actions, words, and learning.

- Strong people management and leadership skills with an ability to influence at all levels of the organization.

- Prior experience in content strategy for Bot's will be an advantage

- Excellent interpersonal, relationship building, and collaboration skills to manage interaction with all levels of internal stakeholder and outside contacts.

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