Communication Content Designer

Job Description

Purpose of the Role

As part of the CX Team, this role will be responsible for creation and updates of HBO Max training material for customer service operation. Development of CX authorized scripts. Support in Quality and Operations strategy and metrics. Support in strategic definitions of Latin America Customer Experience.

Areas of Responsibility
• Curate and be responsible for creating evergreen content and curriculum for the CX team, including onboarding, ongoing learning paths and certifications.
• Work closely with CX Product Management, CX Operations, stakeholders and SMEs to ensure relevant curriculum is accurate and up to date
• Develop and maintain updated CX scripts with latest product and/or process information
• Support CX Team to surface L&D opportunities, help prioritize needs and develop recommendations on how best to address identified gaps.
• Continuously monitor and leverage diverse CX feedback and performance metrics sources to identify recommendations to improve all training programs, Quality and Operation metrics
• Facilitate training in Portuguese and Spanish for CX operations.

Job Requirements
• Bachelor's Degree in Business Administration, Communication, or related fields
• Advanced Spanish is mandatory;
• Advanced English is a plus;
• Combination of training and business/analytical skills
• Strong interpersonal and overall communication skills, both written and oral
• Presentation and facilitation skills
• Experience in working with customer support organizations and/or training curriculum

Jobcode: Reference SBJ-g4wqpq-3-16-47-14-42 in your application.