Sr Editor

Time Warner Cable Stamford , CT 06901

Posted 1 week ago

Posting Job Description

JOB SUMMARY

This role works directly with multi-functional DSCX team to write and review support content, and meet with product owners, customer support, user experience, learning and development teams, agents and legal stakeholders to ensure content is up-to-date, consistent and adheres to the Spectrum brand voice. Candidate must be able to create and translate content from English to Spanish and vice-versa.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience in English and Spanish.

This position will provide clear, persuasive and innovative copy for our customers in English and Spanish.

Write, copyedit and proofread customer-facing material including digital communications, Email Helpful Hints, website support pages, SMS alerts, IVR copy, videos and special projects as needed

Research solutions and write persuasive and appealing product positioning, ensuring content addresses customer call drivers and pain points.

Edit content, including typographical and grammatical errors, format and composition, while adhering to brand style, ensuring consistency.

Create clear, concise, accurate and relevant messages that reflect both our business and customer needs.

Work with teams across the company, as well as external agencies to ensure consistency with Spectrum style guide.

Work directly and effectively with business leads and designers in collaboration to develop and improve copy and participate in team collaboration and peer content sessions.

Understand search optimization (SEO) and accessibility guidelines.

Execute content plans, verify content adheres to style and accessibility guidelines, and manage content throughout content lifecycle.

Create reports and presentations to capture and share online support accomplishments.

Collaborate with Marketing and Product to ensure a consistent brand tone in all customer communications.

Deeply engage with the Customer Care and Product teams to identify current customer pain points and quickly develop new content, particularly as part of new product introductions.

Research solutions and write clear, persuasive and appealing copy/ instructions.

Use customer data and analytics to ensure copy is optimized for search and SEO.

Collaborate with publishing team on business requirements for publishing tools (Content Management System).

Communicate effectively with team members to seek information and resolve questions regarding any aspect of projects.

Must have knowledge of standard concepts, practices, and procedures of writing copy for print, Web, and audio-visual media.

Blend an array of ideas and concepts into a single cohesive message while maintaining the voice of the business.

Clearly communicate with internal team members to make copy decisions, even under pressure.

Manage agent and customer feedback to update articles and content database.

Perform additional duties related to the position as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Exceptional writing, copyediting and proofreading skills in English and Spanish

Excellent written and coimmunication skills in both languages

Flawless, native-level comprehension of English and Spanish

Strong, proven translation experience

High attention to detail

Open to constructive feedback and understands that revision is an essential part of the creative process

A team player comfortable in a collaborative environment

Highly creative and innovative thinker who loves participating in the creative process from brainstorm to launch

Organized, self-sufficient and self-motivated

Understands best practices for web writing and design

Effective analytical approach to presenting recommendations and making decisions

Ability to learn and adapt quickly to a dynamic and fast-paced environment

Proficient in Microsoft Word, Excel, PowerPoint, Oracle, Drupal/Content Management Systems

Ability to work under the pressures of tight deadlines, multiple projects and other demands

Required Education

Bachelor's degree in English, Spanish, journalism, marketing, public relations, or related field, or equivalent work experience

Required Related Work Experience and Number of Years

Copywriting/Editing Experience 5+

Experience in developing self-support and/or online training content

  • 3+

Project management experience

  • 2+

Experience in media or telecommunications industries

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Sr Editor

Time Warner Cable