Compass is looking for a transformative Content Manager to reimagine its internal knowledge base. If you’re looking for an opportunity to stretch your design thinking and see your strategic vision come to life, this is a great role for you. In this role, you would be responsible for collaborating with stakeholders and subject matter experts across the organization to breathe life into hundreds of knowledge-base resources.

Your success would be measured against these content performance metrics:

• User engagement and satisfaction with content
• Decreasing support staff ticket handle times
• Decreasing the number of ‘shoulder taps’ needed to solve customer inquiries.

At Compass You Will:

• Manage a high volume of projects and priorities independently, in close collaboration with multiple stakeholders.
• Research, write, and produce a high volume of documentation for an ever-evolving product.
• Generate innovative ideas for content and workflow solutions, while working both independently and collaboratively as part of a team.
• Gather information from reviewing feedback, analyzing data in order to present findings to stakeholders
• Building templates and style guides to drive consistency across resources
• User-testing current resources and designing and implementing improvements
• Expanding recourses to include greater regional nuances from across Compass markets.

What We’re Looking For:

• Has developed and administered project plans and procedures, facilitated project management and performed business analysis.
• Has developed a comprehensive editorial calendar and managed content development from inception to publication.
• Can define and monitor key success metrics, review web analytics, identify opportunities for improvement and communicate results and recommendations.
• Has a proven track record of taking complicated instructions and making them accessible to non-technical audiences and has helped to improve both internal and external user interfaces.
• Has facilitated data analysis and developed and adjusted strategies based on key metrics.
• Enjoys supporting other writers, providing clear creative feedback.
• Knows how to quickly zero-in on what’s important and is not sidetracked by trivialities.
• Good at figuring out the process necessary to get things done and how to organize people and activities.
• Can marshall resources, such as, people, funding, and material support, to get things done.
• Knows how to get things done in an organization leveraging both formal and informal channels where appropriate
• Can analyze performance data and work cross functionally to understand measurable impact of strategy and design decisions

Education/ Experience:

• Three or more years of end-user technical writing experience.
• Tested project management skills, including strength in managing and organizing multiple projects with variable timelines.
• Strong, flexible writing skills appropriate for a client audience, with the ability to strike a conversational or more formal tone, depending on the deliverable.
• Confirmed experience taking a creative approach to engaging, well-structured, benefit-focused content.
• A proven track record of success interacting with all levels of staff and management, including business specialists, development teams, and senior management.
• The ability to quickly learn and use new software applications.
• Bachelor's degree in Instructional Design, Instructional Technology, Adult Education, or related field.
• Additional relevant experience may be substituted for the education requirement.

We’d Love To See:

• Content Management experience preferably from a SAAS company in a B2B / B2B2C context
• Experience with multiple knowledge management solutions and a point of view about what works and why.
• Editing experience.
• Experience maintaining a large amount of documentation for a product and establishing new content structures within it.
• Demonstrated initiative in innovating and implementing workflow, process, and technical solutions.
• Experience in a role which required a working understanding of the Real Estate industry.
• Aptitude for strong visual display of information and image production as part of effective content design.
• Deft collaborator who is able to seamlessly work across departments
• Big picture thinker who is able to distill complex goals into actionable plans

This position is a full 5-day/week in-office position, based out of our New York HQ.

The base pay range for this position is $62,400-$71,800 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonuses and restricted stock units may be provided as part of the compensation package, in addition to a full range of benefits. Base pay is based on market location. Minimum wage for the position will always be met.