End-User Content Manager

Role Description

The Service Adoption (SA) End-User Content Manager will manage a team of content creators responsible for the creation of collateral to drive awareness, adoption, and business value from company-facing technology platforms, such as Microsoft M365.

• Understand adoption of cloud platforms, business/market resistance and demands, end user behavior change, corporate communication models and challenges, resource and capacity management, and project delivery.
• Essential stakeholder management across SA and technology domains.

Your key responsibilities

• Content Creation and Management:
  • Create, review, and approve end-user content as defined in our Change Approach.
  • Produce strategic, creative, and impactful end-user communication plans and high-quality US English written and designed content.
  • Ensure quality content delivery for enterprise-wide technology programs across multiple formats (e.g., email, Viva Engage, Teams, intranet articles, EY Daily News Alerts, video).
  • Translate the technology roadmap into user-friendly communications and actionable steps.
• Team Management and Development:
  • Manage and develop direct reports within SA, including employees and contractors.
  • Assign work to team members and ensure it is being completed in agreed timescales and in accordance with guidelines and KPIs/SLAs.
  • Drive approval of end-user content to support technology change and business value.
  • Grow team skills in change enablement, communication, creativity, editing, and design.
  • Manage capacity, execution, engagement, and best practices.
• Collaboration and Communication:
  • Collaborate closely with a peer in the Content team to maintain technology site operations.
  • Build effective networks within SA and related functions, fostering partnerships with IT, corporate brand, and stakeholders.
  • Actively communicate with program team members, management, and stakeholders.
  • Oversee and collaborate with indirect resources from other SA teams for program tasks.
  • Develop strong working relationships with other groups, including brand and service providers.
• Strategic Oversight and Development:
  • Stay informed about partner and client contexts in End User Technology and across EY.
  • Deliver excellence in project and people management, emphasizing agile teamwork and knowledge-sharing.
  • Contribute to function development, including personnel, processes, and metrics.
  • Equip teams to set and achieve success measures that drive business value.
  • Establish clear processes, efficient approvals, feedback loops, and reporting for stakeholders and SA leadership.
  • Utilize feedback and analytics for data-driven project prioritization and communication strategies.
• Integration and Vision:
  • Collaborate with SA leads and peers to ensure the integration of related work plans.
  • Provide strategic vision and guidance to navigate issues and drive decisions.
  • Maintain a broad perspective and encourage information sharing for the benefit of overall program scope.

Skills and attributes for success

• Leadership and agility across strategic function focus areas and a portfolio of projects with varying scope.
• Outstanding US English verbal and written skills, including supporting senior stakeholders and editing business-wide communication strategies.
• Strategy development, including vision, consultative questioning, critical thinking, innovation, and analytics.
• Experience with broad and complex corporate technology estate operations.
• Resource and budget management.
• Ability to manage team and execute multiple tasks simultaneously.
• Process honoring mindset, commitment to customer championing and continuous improvement, and attention to detail.
• Familiarity with M365 Copilot, and interest in process automation and efficiency with AI.

Qualifications

• 3-5 years of experience in a senior communications or technology program management role with user engagement and service adoption experience.
• Previous project/program work in user behavior change, end-user adoption, technology productivity, and/or Microsoft M365 products and services.
• Experience in managing teams within a large organization and working with cross-functional teams and stakeholders.
• Strong understanding of technology and its impact on business processes.
• Basic proficiency in data analysis and visualization tools (e.g., Excel, Power BI).
• College degree in communications, marketing, or technology field; a communications degree is preferred.

Benefits

• Continuous learning: Develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Tools and flexibility to make a meaningful impact, your way.
• Transformative leadership: Insights, coaching, and confidence to be the leader the world needs.
• Diverse and inclusive culture: Embraced for who you are and empowered to help others find their voice.