Digital Operations Manager

Digital Operations ManagerCompetitive Salary + Superb Benefits100% office based / BristolThe Company:Our client, an expert in their field is well established and deliver world-class technical support on behalf of their impressive client base. They have a fun working environment and genuinely value their employees offering great staff incentives and a superb working environment!

The Job:The content team write articles, specs, step-by-step trouble-shooter scripts and other support content which enable non-technical people to resolve technical problems and find the answers to general device queries.

This role requires a digital and tech savvy manager to join and manage our clients digital content team. Adept at people management as well as possessing project management skills, you will be confident getting content changes from A to B while ensuring good quality outputs are delivered. In a multi-disciplined role, you will be required to motivate and inspire your team while also managing client and senior stakeholder's expectations on delivery and deployment timings. Ideally comfortable with the consumer technology and connected living sector you will manage the continued implementation & evolution of the tech support content strategy. Analytically minded you will be driven by data (internal & external) & KPI led.

Core requirements

• Manage the team to create new content in response to:
  • New product releases
  • Voice of customer insight
  • Client requests and feedback
  • Operating system updates/releases
  • Market trends
• Assign & track tasks & monitor progress accordingly
• Stay up to date with the latest device and operating system releases
• Ensure that Content Editors have necessary training/equipment to deliver their objectives
• Be the benchmark for quality of work produced - addressing & acting on gaps/concerns
• Support Head of Digital Delivery in continuously reviewing and improving processes
• Manage a roadmap of development improvements to IT & track these (via Sprints)
• Ensure that customer's questions return the right answers & relevant responses in search
• Review existing articles, specs and trouble-shooter script content on a regular basis
• Review and update content in response to insight & feedback

Strategic requirements

• Play a key role in implementing content strategy by providing the right content delivered appropriately (format).
• Utilise and appraise available insight
• Implement & reinforce best practice standards in content creation and delivery.

Experience required:

• Strong / solid team management experience
• Project management or experience of day-to-day content delivery
• Familiar with digital media and digital marketing tools
• Good grasp of spelling and grammar with a clear writing style with good attention to detail
• Understanding of UX & user centric design and journeys and basic HTML (desirable but no essential)

The Person:

• Confident pro-active approach - able to propose & crucially follow through, a natural leader
• Technically capable, curious independent thinker- Interest in technology
• Adept in problem solving & resolution
• Diligence, attention to detail and the mindset of taking pride in your work

The Hours: Monday to Friday 9am - 5pmThe Benefits: Annual leave: 25 days per annum + 8 days Bank Holiday, Pension: Auto enrolment 5% EE, 3% ER, Bonus: up to 5% AIP (Non-contractual), Health Cash Plan, Heathcare (PMI), Life assurance (3x Salary), Employee assistance program. My Perks (Discount on various activities), Various office treats, Drinks, chocolate.