Content Strategist

Enterprise Engineering Engagement delivers internal end-user technical support that drives productivity at Meta. We are a dynamic, diverse and globally dispersed team of IT professionals. Our mission is to unlock every individual’s productivity and to this end, we are undertaking an exciting transformation roadmap across our tooling and processes. As we progress our digital strategy transformation, with a focus on self-service, dynamic, and targeted “right channeled” solutions, we are seeking a Content Strategist to work within our Service Experience team.The Service Experience Team is a multidisciplinary team of experts spanning Customer Experience, Quality and Knowledge Management and responsible for initiatives that are part of the Global Transformation Program. This team partners most closely with Business Analysts, Engineering, Product Managers, Data Analysts, UX researchers, and strategic teams that represent various operational processes and programs.We’re looking for an expert in technical knowledge strategy, creation, implementation and management. This position will be responsible for the development of content, evolution of content management strategy, governance, measurement frameworks, content testing and analysis, editorial calendars, content audits and performance analysis. This role requires collaboration across the organization to understand and position the work based on business priorities, key messages, and value propositions, hands-on strategy formulation, qualitative research, and integrating content experiences across platforms into comprehensive digital experiences.You are an resourceful and execution-focused individual responsible for driving programs, projects and milestones to achieve strategic goals. You believe every touchpoint within our organization is a chance to make the customer’s experience remarkable. You will partner with user researchers to review touchpoints to gain insights from the customer’s unique perspective and champion opportunities to deliver user friendly content. You have proven communication and story-telling skills (visual and non-visual), can demonstrate customer empathy and have an analytical mindset. You consistently and proactively take on and scope large and/or ambiguous projects and drive cross-functional teams to solve them.

Content Strategist Responsibilities:

• Act as both producer and strategist, with proven experience in owning content projects from strategy to production.
• Consider content from a holistic standpoint—systems, platforms, and channels—to create a unified narrative and user experience that delivers on self-service goals.
• Help define and enforce processes for creating, capturing, organizing, accessing and using knowledge across the organization while meeting requirements for specific regions and functions.
• Create content guidelines and best practices that support customer needs, business objectives, content lifecycle management, enterprise content strategy, and centralized governance, with the goal of creating scalable strategies.
• Conduct strategic content assessments (qualitative and quantitative), leverage data analysis, user research, and content audits to identify trends and anticipate customer needs and inform content strategy decisions.
• Help maintain and scale knowledge processes and resources that capture unmet support and/or documentation needs, translating and surfacing insights into practical recommendations.
• Perform content gap analyses to determine what type of content is missing and what is needed to address the gaps.
• Support information architecture development based on digital customer experience strategy and insights from key product, tech support and service stakeholders.
• Set objectives and KPIs for content quality, effectiveness, SEO, awareness, impressions and visits, etc.
• Work with a matrixed team of stakeholders to create, review, and gain consensus around strategies, information architectures, and standards.
• Document business requirements for platform or template improvements needed for improved content experiences, and work with product owners as a business driver to make the changes.
• Take a leadership role in identifying opportunities and challenges, take the initiative to collaborate with others to come up with solutions to meet immediate and long-term goals, and then work with others to drive results.
• Create tools, guides, and templates to empower the team to create their own great content and scale the discipline.

Minimum Qualifications:

• Bachelor's degree in a directly related field, or equivalent practical experience.
• Bachelor’s degree in English, Communications or similar field.
• 6 years experience as a technical writer, copy writer or editor, and demonstrated experience quickly assessing the content creation skills of others.
• 4 years of experience in digital content strategy and digital asset management systems in B2B environments.
• Proficiency in UX best practices, content design and SEO.
• Subject matter expert in the domain of content design and may teach others. You have specialized depth and/or breadth of expertise.
• Experience in synthesizing complex concepts into simple, understandable, and relatable content.
• Experience in conducting content audits and tracking/calculating content ROI.
• Experience in leading other content creators and designers
• Experience with setting high-level strategy and developing and editing for mobile and web experiences.
• Knowledgeable in program management methodology and techniques, performance evaluation and change management principles.
• Data driven individual with demonstrated aptitude for analytics that incite action.
• Experience working with stakeholders and executive teams.
• Experience collaborating with internal cross-functional partners to drive results.

Preferred Qualifications:

• Understanding of contact center/service desk operations.
• Experience in researching and influencing best in class strategies for policy and procedure adoption.
• Effective project management and communication skills.
• Experience taking calculated risks.

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.