Content Fulfillment Lead

OVERVIEW: The Content Fulfillment Team Lead is responsible for the ensuring that the off-page team delivers all off-page writing and editing tasks on time and in line with quality standards needed to ensure client success. They will oversee the performance of the team in terms of productivity for writing and editing, aligning with other teams to improve delivery quality, and improving processes that will drive the team’s success. By doing so, the contributor drives Client Delight, Growth, and Revenue.  To accomplish this, the Team Lead will manage the Offpage Content Fulfillment Team, which is comprised of contractual writers (TrendUp) and Editor/QA specialists. This will involve forecasting work demand and supply, planning manpower and workloads, ensuring all tasks are done by deadline (cycle end), and coming up with action plans to address issues that may arise. The Team Lead is also responsible to drive improvements in quality. By aligning with the department head, account managers, and clients, they will understand the quality levels required for tasks assigned to the team, and take steps to ensure that contributors in the team can meet those expectations. The Team Lead will work with the Business Excellence- Digital Properties Manager to create and improve upon existing processes in pursuit of those goals. As a results-driven position, the Lead is also expected to monitor performance and make adjustments to processes and strategy as necessary.  The Team Lead will also fulfill a leadership role in the Offpage Content team, doing performance monitoring of their team and facilitating coaching, mentoring, and training as necessary for their team to hit goals.    Their success will be measured in fulfillment levels, Internal customer satisfaction, talent retention, and team quality levels.  Qualifications:● At least three (3) years of content writing AND/OR editing experience● At least 1 year experience in managing a team of writers● Proficiency in Basic Excel to create administrative, productivity and quality monitoring tools● Bachelor's/College Degree in Jornalism, Communications, Creative Writing, or a combination of education and relevant work experience● Strong communication skills (verbal and written English), ability to communicate confidently across all employment levels● Coaching and feedback skillsStrong organizational skills, high attention to detail, critical thinking and learning abilities; strong time management skillsII. DUTIES AND RESPONSIBILITIES: Fulfillment● Monitoring staffing and productivity levels of contractual writers and editors● Forecasting demand and supply of work● Creation of action plans to address issues in production and fulfillment  Objectives and Key Results (OKRs)● Support of digital property quality and performance● Average Team Audit Score and Pass Rate, calibration of auditors ● Weekly/Monthly reporting on activities of teams and OKR results Quality Control and Audit● Align with other teams for feedback on quality of delivery and create plans to address ● Improve quality by rolling out training and process improvement for the team ● Monitor quality audits, analyze performance trends and create improvement plans Voice of the Internal/External Customer:● Feedback from Internal/External Clients either through AM calls, chats, or emails about Quality of Service. Root Cause Analysis and Steps for Change● Understand day-to-day client and contributor experiences whether positive or negative and take necessary actions● Find data to assist in attaining group goalsTools and Resources Management● Identify and make a case for necessary tools, resources for optimal performance● Review effectiveness of existing tools and recommend better solutions● Identify issues around existing capital, resources, tools, and subscriptions required by the team to succeed in their roles and provide resolution Operational Process Improvement● Conduct Root Cause Analysis and use problem-solving tools to plan activities, facilitate or guarantee expected results● Constantly evaluate workflows and find ways for them to improve services and current processes.● Request sponsorship for initiatives that promote customer retention and improve client satisfaction.● Establish and commit to processes and structures necessary to drive outcomes Stakeholder Reporting● Perform business reviews with key Internal/ External Clients on a regular basis and report on the quality of service and fulfillment levelsProvide weekly, bi-monthly, or monthly report that provides information on Service Line's wins and challenges related to growth, revenue, quality, timeliness, efficiency, and colleague development