The role:

The Lead, Operations Content (Internal) has ownership and oversight of all internal operational content including, but not limited to, internal knowledge base reference materials, real-time service announcements, and benefits administration procedures. The Lead, Operations Content (Internal) ensures all knowledge resources and tools are accurate, accessible, governed, and aligned with organizational goals and operational benefits administration requirements.

What you will do:

• Develops and maintains high-quality, operationally relevant reference materials and communications in collaboration with internal subject matter experts.

• Monitors content library key metrics to refine and optimize navigational ease and accessibility, for optimal service delivery and case management.

• Proactively identifies opportunities to add new content and responds in a timely manner to internal requests for revisions and new content development.

• Performs cyclical reviews of content to ensure information is current for critical business seasons (i.e., employer agreement, annual enrollment, tax season, annual verifications, etc.).

• Champions and promotes adoption and utilization of content repositories.

• Collaborates with Lead, Operations Content (Internal) and the Change Management & Continuous Improvement teams to ensure operational content alignment related to organizational strategic change initiatives.

• Recommends and coordinates with CRM and software/application administrators to implement new features and functionalities within content management tools and systems.

What you need to succeed:

• At least 3 years' experience and/or a bachelor’s degree in English language, writing, and/or communications.

• The ability to work collaboratively as part of a highly motivated and effective team.

• Experience in employee benefits administration preferred.

• Exceptional writing and proofreading skills, with proven ability in creating clear, impactful content and reference materials.

• Organizational and document management skills.

• Experienced and comfortable in using content authoring and navigational platforms (e.g., Articulate 360, Microsoft Office 365, and Salesforce Knowledge), and confidence in adapting to new technologies.

• Highly effective public speaking and interpersonal communication skills to deliver effective messaging of critical information in varied forms.

• A creative, flexible approach in the design and implementation of new resources.

• Ability to utilize content development and governance tools and stay current in search optimization trends and opportunities.

• Demonstrated ability to manage content review cycles.

• Agile ability to work efficiently and effectively in a fast-paced and changing environment.

• Ability, interest, and desire to stay up to date via seminars and literature, and advance skills through professional training and development.

• Ability to work in-office at 2000 Market Street in Philadelphia, PA.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.