Associate Producer, Knowledge Management

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Position Summary:

This position is accountable for the development of premier intranet experiences integrating contextually relevant information, engaging design, and technology improvements for all areas of Domestic Trade Support and Service, Consumer Outreach, and our International Contact Centers located in United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica. Accountable for product support and aligning Knowledge Management tools to meet global contact center objectives for all markets ie, United States, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA. Assists with the development of creative, content, and technology strategies for enterprise by collaborating with IT and vendors. Works with content owners, market leads (both internationally and domestically), and business owners for all global contact centers collecting business requirements for intranet product development.

Essential Duties and Responsibilities:

1. Design, develop, and deliver intranet webpages with information about products, procedures, and policies for all markets both Domestically and Internationally for all global markets.
2. Design, develop, and deliver email communications to accompany webpages, with an audience of all global contact center employees.
3. Assists in monitoring and tracking content during product life cycle.
4. Assists in monitoring the QA of overall content.
5. Coordinates cross-team participation in content development.
6. Assists with the maintenance of intranet web presence directed to all areas of the business with a focus on all Global Contact Centers.
7. Work with cross functional departments and external vendors to collect business requirements related to new products, programs and policies.
8. Tracks and coordinates new product and product update lifecycle.
9. Proactively identifies tasks that will improve content relevancy or user acceptance.
10. Assists with strategic goals designed to increase user acceptance and adoption rates for intranet content and global communications across all touchpoints.
11. Coordinates product launch initiatives and in product demos and product training.
12. Accountable for reinforcing brand identity and messages to internal employees through the web experience and global communications.
13. Accountable for responding to feedback related to intranet content and global communications.
14. Tracks intranet site usage, develops analytics reports, and modifies site to capitalize on intranet usage changes.
15. Manages and delivers special products for the global contact centers.
16. Coordinates to ensure constant after-hours availability for emergency communications.
17. Accountable for developing intranet web content and communications under high-stress, high-accuracy, low-latency conditions during incidents.
18. Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Qualifications:

• Bachelor's degree from an accredited college or university is required communications or business major preferred.
• Must possess excellent written and verbal communication.
• moderate copywriting experience and some technical background preferred.
• Must be highly organized self-starter able to manage multiple concurrent work streams, producing high quality deliverables while working with minimum supervision.
• Cruise line reservations systems and 1 years' experience working in or with travel agencies is desirable.

Knowledge and Skills:

• Must be proficient in Microsoft Office suite (Word, Excel, Powerpoint, Outlook) to at least a moderate level of proficiency.
• Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy-to-understand documents.
• Must have experience in building webpages in HTML or have experience designing communications for global audiences.
• Graphics design experience a plus.
• Software specification interpretation skills.