End-User Content Manager

The opportunity

In addition to creating content, the Service Adoption (SA) End-User Content Manager will manage a team of content creators who are responsible for the creation of collaterals to drive awareness, adoption and business value from company-facing technology platforms, such as Microsoft M365.

The role requires an understanding of adoption of cloud platforms, business/market demands, end user behavior change, corporate communication models and challenges, resource and capacity management and development, and project delivery including driving, reporting and enhancing operations. Stakeholder management is also essential across SA and technology domains.

Your key responsibilities

The Content Manager will be responsible for the productivity and performance of this team, and its successful operations:

Content Creation and Management:

• Create, review, and approve end-user content as defined in the Change Approach (channel mix, key messaging, etc.)
• Produce strategic, creative and impactful end-user communication plans and high-quality US English written and designed content
• Ensure quality content delivery for enterprise-wide technology programs across multiple formats (e.g., email, Viva Engage, Teams, intranet articles, EY Daily News Alerts, video, etc.).
• Translate the technology roadmap into user-friendly communications and actionable steps.

Team Management and Development:

• Manage and develop direct reports within SA, including employees and contractors.
• Assign work to team members and ensure it is being completed in agreed timescales and in accordance with guidelines and KPIs/SLAs.
• Drive approval of end-user content to support technology change and business value.
• Grow team skills in change enablement, communication, creativity, editing, and design.
• Manage capacity, execution, engagement, and best practices, including production standards, peer reviews, fluid team collaboration, and knowledge sharing.

Collaboration and Communication:

• Collaborate closely with a peer in the Content team to maintain technology site operations. You will leverage a shared set of content creators.
• Build effective networks within SA and related functions, fostering partnerships with IT, corporate brand, and stakeholders.
• Actively communicate with program team members, management, and stakeholders.
• Oversee and collaborate with indirect resources from other SA teams for program tasks (e.g., change, business engagement).
• Develop strong working relationships with other groups, including brand and service providers, including effective meetings and knowledge sharing.
• Work productively in a matrix organization spread across the globe.

Strategic Oversight and Development:

• Stay informed about partner and client contexts in End User Technology and across EY.
• Deliver excellence in project and people management, emphasizing agile teamwork and knowledge-sharing.
• Contribute to function development, including personnel, processes, and metrics.
• Equip teams to set and achieve success measures that drive business value.
• Establish clear processes, efficient approvals, feedback loops, and reporting for stakeholders and SA leadership.
• Utilize feedback and analytics for data-driven project prioritization and communication strategies.

Integration and Vision:

• Collaborate with SA leads and peers (e.g., project intake, change management, country engagement) to ensure the integration of related work plans. 
• Provide strategic vision and guidance to navigate issues and drive decisions, including championing and challenging as required. 
• Maintain a broad perspective and encourage information sharing for the benefit of overall program scope.

The Content Manager will improve team processes and engagement through project challenges including quick pace, high stakeholder expectations, ambiguous success measures or RACI, frequent project pause / restart cycles, and evolution of the overall SA operational model to reflect and support dramatically increased scope. This is a non-client facing role without chargeability requirements.

Great flexibility to work from a home office with limited travel.

Skills and attributes for success

• Leadership and agility across strategic function focus areas and a portfolio of projects with varying scope
• Outstanding US English verbal and written skills, including supporting senior stakeholders and editing and approving business-wide communication strategies and tactics
• Strategy development, including vision, consultative questioning, critical thinking, innovation and analytics
• Experience with broad and complex corporate technology estate operations 
• Resource and budget management 
• Ability to manage team and execute multiple tasks simultaneously
• Process honoring mindset, commitment to customer championing and continuous improvement, and attention to detail

To qualify for the role, you must have

• 3-5 years of experience in a senior communications or technology program management role with user engagement and service adoption experience
• Previous project / program work in the areas of user behavior change, end-user adoption, technology productivity, and/or Microsoft M365 products and services
• Experience in managing teams within a large organization and working with cross-functional teams and stakeholders
• Strong understanding of technology and its impact on business processes
• Assigned staff may be remote / work-from-home, requiring management across locations, cultures and time zones
• Basic proficiency in data analysis and visualization tools (e.g., Excel, Power BI)
• College degree in communications, marketing, or technology field. A communications degree is preferred

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across ten locations – Argentina, China, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.