Senior Bot Content Manager Analyst

Company

Cox Communications, Inc.

Job Family Group

Finance

Job Profile

Content Acquisition Sr Analyst

Management Level

Individual Contributor

Flexible Work Option

Hybrid

• Ability to work remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $85,600.00 - $128,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Senior Bot Content Manager Analyst

This role will review build, conversational generative AI, intents, D-Trees and various bot responses for customer facing interactions for all digital assist entry points for Cox Communications. Additionally, this role is responsible for analyzing and take necessary actions, based on customer and business impacts from automated response technology (Bot). This person will leverage customer responses, revenue generation, resolution rates, survey results and analytics to identify opportunities to modify content and drive change.

Along with content management, this person will serve as the bot content tool administrator and subject matter expert. This role will work with key stakeholders in technology and across business units to assess technology and content gaps toward ensuring that customer and business needs are met. This person will work closely with Customer Care operations leaders and Digital Sales leaders to query and analyze data and measure performance against KPIs to drive toward positive outcomes and next best actions. Content audit and curation will be a primary responsibility of this person to ensure that customers are receiving the most current product and process related information toward solving their problems without human assistance.

What You'll Do

• Review/update bot content daily for results and resolution rates to gain insights into bot's performance.

• Create and curate product and process content for most accurate and current information for customer to self-serve.

• Leverage data, artificial intelligence and large language models to drive content related changes toward improving performance and presenting next best action.

• Serve as a subject matter expert for tool administrative capabilities surrounding content management and content organization.

• Work with key stakeholders to validate bot's performance and content delivery is as expected.

• Address content requests from key residential and business stakeholders to support changes in product and process as needed - includes, but not limited to: Sales, Retention, Web, Product, Technology, etc.,

• Ensure that Cox brand strategy and bot persona is highly visible during customer engagement.

• Leverage industry best practice to guide bot's performance toward achieving expected results.

• Conduct reporting/analytics data to perform analysis to be used to measure effectiveness of content, enrich content and manage life cycle of relevant content.

• Conduct analysis of usage, transfers and containment rates and trends to optimize where necessary across digital channels.

• Conduct quality audits on existing content, associated templates for proper content presentation, coding, and routing across all digital channels.

• Prepare weekly readouts with insights and trends based off of data and analytics.

• Define and manage integrated sources toward improving customer self-serve capabilities.

• Provide ongoing lifecycle content and tool management following implementation and post launch activity.

• Develop necessary data queries by leveraging SQL or other software solutions to build standardized reports for business insights.

What's In It For You

At Cox, we reward your hard work with meaningful benefits.

First, we offer a highly competitive compensation package, 401(k) with a generous company match, comprehensive healthcare, life, and disability benefits, plus numerous other benefits, including adoption assistance, pet insurance, and discounts on travel and cars!

We value people more than technology. That means you'll work within a culture and with a team that values your leadership, your experience, your contributions, and you - yes, you - as a person. We believe recognition is important, and Cox strives to celebrate those who help make us successful every day. We also encourage diversity and support inclusion; we want you to do you and feel comfortable doing so.

We also offer boundless opportunities for growth; you can sharpen your skills, learn a new talent, join a mentoring program, even earn an advanced degree. You'll find the potential for lateral or upward career growth within the Cox family businesses, including the innovative startups in transportation mobility, clean tech and more.

Who You Are

Minimum

• Bachelor's degree in a related discipline and 4 years of experience in a related field (Technology, Marketing or Communications, Business). The right candidate could also have a different combination, such as a master's degree and 2 years of experience, a Ph.D. and 1 year of experience or 8 years of experience in a related field with no degree

• Requires strong knowledge of Content Management tools, Microsoft Office Suite, SharePoint, HTML, SQL, CSS and JAVA Script

• Excellent interpersonal, leadership, presentation, collaboration and writing proficiency skills to work effectively with teams throughout the organization

• Strong ability to interpret data and develop actionable data-based recommendations to drive the business and KPI performance.

• Must be a strategic thinker with corporate and general operations knowledge.

• Must be able to translate technical findings in a manner that is easily understandable to those less experienced with analytics or technology.

• Excellent verbal and written communications and capability to present information to senior leadership team.

• Comfort working in environments requiring cross-functional collaboration and decision making.

• Extremely proficient with data analytics, including creating reports, graphs, and insights to be shared with the greater organization

Preferred

• BS/BA degree in related discipline strongly desired (Technology, Marketing or Communications, Business)

• Experience in telecommunications industry supporting residential and/or business customers.

• 3 years successful experience in digital/bot solutioning

• 2 years in content management

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that's true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we're creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer

• All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.