Embark on a career path where your content skills and operational mindset directly enhance user journeys and confidence for our Ask JPMC help specialists. As a Content Operations Associate in Employee Experience, you will play a contributing role in shaping our internal servicing experience by planning, creating, and structuring knowledge content that specialists use to answer questions and resolve cases. You’ll be involved in the end-to-end lifecycle of content, streamlining production, scheduling, and distribution workflows to ensure quality, consistency and timely delivery.
You will collaborate with HR and Chief Administrative Office (CAO) subject matter experts to understand and simplify processes and policies into streamlined, easy-to-digest content. You’ll be responsible for ensuring content is AI-ready across a range of topics including pay, benefits, hiring and onboarding.
At the Associate level, demonstrate your proficiency in core content craft and delivery skills, while continuously developing your expertise in these and other design areas. Your work will have an impact on enhancing employee experience and building confidence in our products and services.
Job responsibilities
- Plan and create engaging, user-friendly content for knowledge articles and adhere to the firm’s standards and best practices.
- Structure and organize content using information architecture principles to enhance user experience and facilitate easy navigation within products and services.
- Collaborate with cross-functional teams to ensure content aligns with user needs, business goals, and accessibility guidelines.
- Draft clear and concise content to communicate complex concepts effectively.
- Manage intake request queue and regular maintenance updates to knowledge articles within SLA timelines.
- Use your skills in data analytics and digital proficiency to deliver results aligned with business strategy.
Required qualifications, capabilities, and skills
- 2+ years of experience or equivalent expertise in content editing, writing, communications, operations or a related field
- Experience in creating content architectures, storytelling techniques, and clear and concise writing that facilitate quality customer experiences
- Advanced skills in written and verbal communication, ensuring clarity in all messaging
- Highly organized and detail-oriented with project management experience
Preferred qualifications, capabilities, and skills
- Proficiency in using content management systems (HTML knowledge is a plus)
- Interest and familiarity with AI and LLMs
- Ability to manage diverse stakeholder feedback
- Experience adhering to style guides and design system guidance