Content & Analytics Execution Lead operationalizing banking processes for Truist's Commercial Banking. Collaborating with teams to improve client and teammate experience while mitigating risks.
About the role
- Content & Knowledge Operations Specialist at Coinbase helps manage structured knowledge and content to enhance customer experience through AI and automation. Collaborating cross-functionally to optimize operations.
Responsibilities
- Implement and maintain structured knowledge and content in support of self-service, AI-assisted, and agent workflows.
- Execute on cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards.
- Support rollout of new knowledge systems, content workflows, and automation initiatives.
- Track and analyze knowledge usage, performance, and trends, translating findings into actionable recommendations.
- Partner with Analytics to measure the impact of knowledge on CX outcomes (deflection, first-contact resolution, handle time, OpEx).
- Work closely with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX initiatives.
- Provide guidance and feedback on knowledge workflows and operational best practices.
- Support capacity planning, prioritization, and execution tracking across knowledge initiatives.
- Identify inefficiencies or gaps in workflows and propose process improvements.
- Ensure governance, quality standards, and operational SLAs are maintained consistently.
Requirements
- 2+ years of experience in content strategy, knowledge management, CX operations, or similar operational roles.
- Experience managing structured content or knowledge systems in a high-volume, high-growth environment.
- Strong comfort with technology, automation tools, and/or AI-assisted workflows.
- Demonstrated ability to use data and analytics to drive decisions and optimize operational outcomes.
- Strong project management skills: prioritization, capacity management, and deadline execution.
- Excellent collaboration and communication skills with cross-functional teams.
Benefits
- Bonus eligibility
- Equity eligibility
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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