American Express Manager, Knowledge Management Content Writing- Travel & Lifestyle Services in Boston, Massachusetts
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American Express entered the travel business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. Travel and Lifestyle Services (TLS) is a key component of the value proposition of the American Express premium card products. TLS is focused on delivering Travel and Lifestyle benefits which allow American Express to create differentiation and loyalty with premium CMs. With over 6,000 frontline colleagues across 23 markets, TLS is a truly global organization. We make membership come to life, every day!
The Manager of Knowledge Management Content Writing will play a leadership role on the TLS Global Knowledge Management Team to ensure servicing colleagues have the most up-to-date and relevant knowledge information at their fingertips – looking after the intake of new documentation, technical writing of content and overall management of our TLS content library.
This position manages a team of technical writers who document and review supporting documentation to ensure that all business requesters and process owners’ procedures align to a consistent voice of servicing that represents the brand of American Express in both performance capabilities and learning content. The content writing team uses systems such as Comet, CHC, ServiceNow and Jive (The Square) to deliver our Knowledge Management goals.
The successful candidate will need to have exceptional technical writing and capacity planning skills, and creative thinking to deliver critical knowledge and information to our frontline travel consultants. This role operates in the premium customer space and the successful incumbent must have exceptional understanding of this segment and the requirements of those servicing it.
Lead a team of Knowledge Management content writers – tracking which writers are tasked to which content based on priorities and capacity
Lead the development and delivery of knowledge content for our frontline travel consultants – maintaining consistent quality standards and processes across the team
Partner with stakeholders in our TLS Servicing and Center of Excellence teams to ensure continuous accuracy and accessibility of content
Lead the intake, creation, and support ongoing governance of knowledge management content
Drive increased awareness of and usage with our primary knowledge management tools
Ensure high impact and appropriate benchmarks and metrics are in place
Strong writing/editing and verbal communication skills, with high understanding of appropriate grammar. Strong attention to detail.
Confidence with simplifying complex procedures/information in an easy-to-understand format for our colleagues.
In-depth knowledge of technical writing standards/principles and knowledge of HTML
Experience working with knowledge management systems and project intake systems
Demonstrated ability to lead and partner with cross-functional, virtual teams and operate autonomously, making complex decisions in situations of ambiguity and time pressure.
Track record of successfully managing multiple projects at once and delivering project plans with measured results. Demonstrated ability to meet deadlines and work well under pressure with excellent project management skills.
Demonstrates creative thinking, strong decision-making, flexibility, and the ability to manage and drive change
Enthusiastic and fun with a passion for travel
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
If the role you are applying for is designated as hybrid or onsite, you will be required to demonstrate that you have completed your primary COVID-19 vaccination series (i.e. 2 doses for Moderna/Pfizer and 1 dose for J&J), in order to work in or visit any of our offices. This requirement is subject to legally required accommodations.
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Primary Location: United States
Req ID: 22017940
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