Content Team Lead, Hr Services

Who are we?

Job Summary 

As the Content Delivery Team Leader you will have responsibility for making HR guidance simpler and clearer. You will need to be able to produce and maintain clear and meaningful content with a strong focus on user needs.  

This is a role rich in opportunity and challenge for people passionate about improving the employee experience in Equinix and how we deliver HR as a digital service. You’ll join a multi-disciplined team at a time of considerable and exciting transformational change.

Responsibilities

Team management – Content Delivery Team leader

• Provide leadership to direct reports and build a highly capable team through the attraction, training and development of the necessary skilled professionals to meet the business needs.

• Set tasks for the team, act as a subject matter expert for assigned process and will ensure that the team are able to deliver. 

• Manage the workload of assigned process team, ensuring that work is completed within set performance standards on timeliness, quality and productivity. Acting as the editor of content produced by your team.

• Provide timely feedback to the content design team to amend content if principles or standards have not been applied 

• Support, develop and train team members on HR systems and processes for assigned process area.

• Serve as a first point of escalation for team members to resolve any complex issues for content process area and/or systems.

• Be responsible for the maintenance of existing content on the platform, ensuring periodic review schedules, the social feeds and feedback are maintained across the platform

• Prepare articles and other supporting documents to communicate HR related information in a user friendly and easily digestible way 

• Review and edit existing HR information content to make it more user friendly and in line with the agreed knowledge base templates 

• Create content in a range of formats according to what works best for the end user demographic and type of information being communicated (e.g. FAQs, text format, pictures, videos etc.) 

• Categorise and tag content in a logical way which will make content easily accessible and searchable to ensure maximum use 

• Liaise with content owners outside of the immediate HR Services team to support development of their content and ensure tone of voice and templates are adhered to 

• Act as an ambassador and protector of the agreed knowledge base principles 

Qualifications

• Proven years experience preferred

• Bachelor's degree preferred

Person specification 

In this dynamic environment you will:  

• Use previous design experience to create user-centred content that is clear, concise, and meaningful 

• Be able to write and edit using a style guide and plain English 

• Be able to explain content design decisions in a way that stakeholders and the team can understand 

• Be comfortable reflecting on feedback and constructively reviewing the work of others, adapting to changing priorities and workloads as and when needed 

• Have excellent stakeholder management skills 

Essential criteria  

To succeed in this role, you will need: 

• Previous experience of managing 

• Ability to identify and write user needs, working autonomously  

• experience creating effective content for a range of channels  

• Ability to quickly absorb product knowledge, process information and apply appropriately to meet business needs 

• experience in digital communications and transformation skills, including creation of content in a digital format 

• Previous experience of building a knowledge base 

• Understanding of writing to content standards or style sheet 

• Proven experience working on several different content delivery projects simultaneously whilst adapting, reflecting and being resilient to change 

• Ability to confidently demonstrate your work, showing the value of prototyping 

• Demonstrable experience of using content management systems 

• Ability to multitask and meet multiple deadlines in a fast-paced environment 

• Ability to work with global and cross functional teams 

Desirable Criteria  

• Experience of user research 

• An awareness of how to analyse pain points within services and communicating and sharing design solutions 

• Advantageous to have experience of the Service Now Tool or similar tool and its knowledge base functionality, limitations and processes 

Behaviours 

We'll assess you against these behaviours during the selection process: 

• Changing and Improving 

• Seeing the Big Picture 

• Working Together 

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.