Content Strategy Architect & AI Focus

Scribd, Inc. Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise. Culture at Scribd, Inc. We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer. We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in‑person moments that strengthen collaboration and culture. Occasional in‑person attendance is required for all Scribd, Inc. employees, regardless of location. So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long‑term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude. This posting reflects an approved, open position within the organization. What You Bring Attention to detail High level strategic thinking Strong writing skills Experience monitoring and reporting on usability metrics ZD/general help center experience (organization, administration, and updating) Strong collaborative spirit in working with other teams (Engineering, product, data, etc.) What You Will Do Act as a customer experience architect; design and optimize the end‑to‑end self‑service journey across help center content, automation, support entry points, and tooling to enable customers to resolve issues quickly, accurately, and independently. Own and implement a long‑term strategy for organizing and administering our Help Center, the first place many customers come to for solutions, that ensures self‑service is a core driver of efficiency, quality, and overall customer experience. Update regularly with new product updates and announcements, and work with our EPDA team to update a list of updates for our app‑based customers. Apply a consistent brand voice across three separate sections of a Help Center and manage an ever‑changing corpus of customer macros. Track and report on the effectiveness of our Help Center by measuring specific KPIs related to its performance (e.g., Page visits, ratings), and ensuring content is consistently served in searches (SEO and AEO). Partner with internal teams to align on customer‑facing language among our Help Center, our self‑service options (chatbot and email), and devise customer macros deployed by our BPO agents to ensure a consistent customer experience at every touch point. Manage monthly content‑management tasks such as translations, ensuring that our Help Center is open and accessible to customers in all our global markets. Attend regular strategy meetings for upcoming product launches, partner and provide solutions for the best methods of disseminating useful information to both our internal BPO teams and customers to influence decision‑making at the team and department level, advocate for customer‑centric solutions, and ensure that self‑service is a core driver of efficiency, quality, and overall customer experience. Distill and disseminate project updates to your partners on the Support Operations/Customer Operations team and maintain good Jira hygiene by monitoring task status, updating comments and progress, and creating new tasks/sub‑tasks as projects evolve. Reduce support volume through smarter self‑service. Leverage AI tools to streamline and scale content creation, transforming long‑form resources into concise, actionable guidance across all customer touchpoints. Qualifications Have experience successfully collaborating and leading cross‑functional internal teams to achieve shared content goals. Exhibit a proven ability to manage multiple complex projects and diverse stakeholders within a fast‑paced, deadline‑driven environment. Bachelor’s degree in Marketing, Communications, Journalism, or related field OR 3+ years equivalent experience in managing customer‑facing help centers and applying brand voice. Demonstrate exceptional writing, editing, and storytelling proficiency across diverse formats, from long‑form narratives to concise digital content. Nice To Have Prior knowledge and experience working with our core tools (G‑Suite, Zendesk, Knowledge, Forethought, Leafworks, Maestro, Swifteq, Atlassian/Jira/Confluence). Prior project management experience. Prior experience with technical writing and digesting engineering documents. At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $73,000 and $107,000. In the United States, outside of California, the range is between $60,000 and $101,000. In Canada, the range is between $76,000 CAD and $95,000 CAD. This position is also eligible for a competitive equity ownership, and a comprehensive benefits package. Working at Scribd, Inc. Employees must have their primary residence in or near one of the following cities: United States Atlanta Austin Boston Dallas Denver Chicago Houston Jacksonville Los Angeles Miami New York City Phoenix Portland Sacramento Salt Lake City San Diego San Francisco Seattle Washington D.C. Canada Ottawa Toronto Vancouver Mexico Mexico City Benefits At Scribd, Inc. Scribd Flex (flexible work model) Comprehensive health, dental, and vision coverage Mental health support and disability coverage Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals Paid parental leave and family support benefitsRetirement matching and employee equity Learning and development programs and professional growth opportunities Wellness and home office stipends Complimentary access to the Scribd, Inc. suite of products Enterprise access to leading AI tools Equal Employment Opportunity Statement We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing View email address on click.appcast.io about the need for adjustments at any point in the interview process. Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. #J-18808-Ljbffr