Content Operations Associate - Ask JPMC

hackajob is collaborating with J.P. Morgan to connect them with exceptional professionals for this role.

JOB DESCRIPTION

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 

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.