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ContentFly is hiring a

Manager, Writer Sucess

Manager, Writer Success

Remote

United States

Full time

Description

Reporting to the Senior Manager, Marketplace Operations, the Manager, Writer Success will define strategy and the executional roadmap needed to deliver a high quality and empathetic experience to writers on our platform. This role will lead a team to deliver against the roadmap and will be a cross-functional role that works closely with Product Managers, Marketplace Operations Managers, and Customer Success Managers. The role will involve an integrated approach to onboarding, engaging, and retaining writers on our platform.

You are:

  • An effective communicator, you have the charisma to command attention, strategize and problem-solve on your feet when needed with internal and external team members
  • Empathetic, you have a way of connecting with individuals that allows you to truly understand their experiences.
  • Gritty & Curious. You’re a self-starter, with the entrepreneurial mindset to drive success for your writers, and team.
  • Strategic, you are constantly thinking about the next move and basing decisions on data or calculated hunches.
  • Builder, you approach developing processes that advance the strategy and long-term goals.

Key Responsibilities

Here’s what you’ll be doing day-to-day…

  • Writer onboarding. Lead a team in executing various writer vetting and onboarding initiatives that ensure our new writers are top-tier and quickly ramped up and able to use our platform effectively.
  • Writer enablement. Own designing and implementing various programs to improve our writer’s experience on our platform and educate them on how to succeed when writing for Contentfly’s customer base.
  • Writer performance management. Design and build various systems, policies, and programs that effectively monitor and predict writer performance in our marketplace as well as the necessary mechanisms to address when performance exceeds or misses expectations set by our platform.
  • Writer support: Own management of our writer help desk and lead our Writer Support Associates in providing timely support to writers and executing initiatives such as building self-serve resolution mechanisms, triaging rules, etc.
  • Collaborate: Work with various teams to establish organizational best practices that scale with our team and products.
  • Mentor : Mentor individuals in your team to grow with the organization.

Requirements

Your Experience and Intangible Traits:

The ideal candidate for the Writer Success Manager position will possess the following competencies:

  • 5+ years of Customer Success/Customer Experience/Customer Operations background
  • Experience in data analysis
  • Knowledge of SEO/content marketing
  • Relevant agency, media, or in-house content team experience is considered an asset
  • Background in journalism or content/copywriting is a plus

The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, equalize peak work periods, or otherwise balance organizational work.

Benefits

Why you’ll love working here:

  • Unlimited vacation/PTO
  • Fully remote and distributed teams
  • Full Health benefits
  • Free laptop and home office budget, we’ve also got your cellphone/internet covered too!
  • Ongoing training and education budgets
  • We’ll fly you around the world multiple times a year to hang out with the team in interesting places

Like what you see and think you’re a perfect fit? Apply today.

Please be assured we’ll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes. Please review our privacy policy for further information: https://help.contentfly.com/en/articles/4764042-privacy-policy

Contentfly is proud to be an equal opportunity employer, we are committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive. Contentfly is committed to providing accommodations. If you require an accommodation, we will work with you to meet your needs.