This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
The Agent Comms team will centralize and streamline efforts to broadcast messages for support agents to learn about critical and urgent changes, such as product or feature launches, major workflow redesigns, natural disasters, outages, and more, through current and future iterations of existing agent-facing tools. As an Agent Comms Strategist, you are entrusted with shaping the strategic direction of agent communications, leveraging cross-functional relationships and advanced insights to enhance the effectiveness of messaging in concert with a knowledge strategist. This role ensures alignment and coordination among upstream and downstream stakeholders to create impactful updates for agents.
Job Responsibility:
Build, maintain, and develop partnerships with upstream and downstream stakeholders to align communication priorities with organizational goals
Monitor and refine editorial calendars for maximum impact and alignment across content delivery systems
Collaborate with cross-functional teams to ensure communication and learning strategies enhance agent readiness and efficiency
Act as a thought leader in assessing and improving the team’s communication tools and workflows
Evaluate agent feedback cycles and effectiveness metrics to recommend strategic changes for various Agent Comms audiences
Inform long-term communication objectives and strategies for the Agent Comms team, and influence agent tooling roadmaps by working closely with the Knowledge Strategist
Provide mentorship and guidance to the Agent Comms team to improve role clarity and performance outcomes
Requirements:
Bachelor’s degree in Communication, Information Architecture, Learning/Education, Business Administration, or a related field
7+ years of relevant experience in strategic communication or stakeholder engagement
Advanced strategic thinking
cross-functional leadership
data-driven decision-making
proficiency in communication technology systems
Nice to have:
Demonstrated experience in strategic planning, project management and tool development in a support or communications context