The Senior Content Strategy and Operations Manager partners with function leads, content owners/managers, product management, and technology to implement GS content strategy, cross-functional and sector projects, and operations. They are responsible for continuous improvement across the end-to-end content lifecycle framework, evolving J&Js content standards, and delivering scalable solutions. This role will manage talent, investments, and collaborate with leaders and stakeholders, at all levels to inform/discuss progress, risks, issues, and improvement opportunities.
Key Responsibilities
End-to-End Content Services Ownership
Collaborate with stakeholders across multiple levels, functions and regions to deliver key strategic content programs/projects
Own the Global Services Content Governance and Standards end-to-end content lifecycle management processes including creation, review, maintenance, and archival
Define and leverage KPIs for content performance tracking to inform tactical improvements and strategic decisions
Uphold Continuous Content Quality standards and deliver high-quality content across the GS Interaction Model
Lead and maintain the enterprise content matrix, ensuring accuracy, completeness, and alignment with quality and governance requirements
Partner with GenAI teams to identify and drive remediation efforts, ensuring timely correction of identified content gaps
Track and report content quality performance metrics, trends, and risks for leadership visibility and decision-making
Enhance and standardize content quality tools, templates, and scorecards to support consistent execution
Provide guidance, coaching, and support to SMEs and cross-functional teams to embed quality best practices into daily workflows
Identify opportunities to simplify processes through automation and emerging AI capabilities
Experience and Qualifications
Required
8 years of experience with strong talent management, enterprise digital platforms, digital content strategy or operations, Content management, content quality, or content governance in a global organization
Bachelor’s degree in communications, Information Management, Experience Design, Business, or related discipline
Strong Talent Management; Serve as a senior member of the team and continuously support and advise other team members
Strong understanding of content lifecycle management, Content QC frameworks, and audit methodologies, including experience in leading and executing content management processes
Strong communication and stakeholder management skills across global teams
Strong stakeholder management and ability to influence senior leaders, including influencing skills and credibility
Experience with capacity planning and forecasting
Experience with key performance indicators (KPIs) and analytics related to content performance
Experience in shared services environment, service center, and content system technologies (e.g., Service Now, SharePoint, Veeva) ) and processes
Experience working with technology delivery teams in agile environments
Proficient with tools such as Microsoft Office and Copilot, JIRA, Confluence, and ServiceNow
Knowledge of GenAI tools and processes
Preferred
Experience in employee experience platforms / digital workplace / shared services
Proven ability to manage relationships and influence change in a large complex organization
UX design skills such as wireframing and/or information architecture analysis
Experience in healthcare, pharmaceutical, or other regulated industries
Experience developing quality dashboards or performance scorecards
Exposure to continuous improvement methodologies (Lean, Six Sigma, etc.)
Required Skills
Preferred Skills
AI Judgement Integration, Brand Reputation Management, Content Creation, Content Management, Content Marketing, Copy Editing, Customer Analytics, Digital Marketing, Digital Metrics, Innovation, Interpersonal Influence, Mentorship, Organizing, Project Management, Search Engine Optimization (SEO), Strategic Thinking, Technical Credibility, Website Design
