Content Owner

As America's Un-carrier, T-Mobile US, Inc. (NYSE: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Wash., T-Mobile US operates its flagship brands, T-Mobile and MetroPCS. It currently serves approximately 58 million wireless subscribers and provides products and services through 70,000 points of distribution.This position supports T-Mobile's Knowledge Management team by providing concise, accurate, and effective content for our customer-facing self-service website. The Content Owner manages all stages of the content lifecycle for their assigned area(s). They are responsible for scoping, writing/editing, planning communications, addressing feedback, and ensuring timely delivery. The Content Owner may also serve as lead for departmental and enterprise initiatives.

• 3+ years' experience in a technical writing or technical editing position
• 2+ years' experience writing/editing for the Web or other digital media
• 1-2 years project management experience
• Experience with HTML or content management systems
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Superior written and verbal communication skills with proven ability to write clear, concise and accurate messages for a variety of audiences while adhering to an established style
• Proven ability to edit for completeness, organization, consistency, style, and grammar (developmental edit).
• Ability to confer with subject matter experts and observe activities in order to communicate operating procedures and detail
• Superior ability to write technical, complex, or procedural concepts in simple language
• Demonstrated experience independently managing web content with progressively more responsibility
• Demonstrated application of consistent editorial standards and standardized content tone and voice
• Excellent written and verbal communication skills
• Ability to successfully manage competing priorities and deliverables in a fast-paced, deadline-oriented environment
• Proven time-management and organizational skills

Desired:

• Experience with Jive (Social Business Software) and/or Adobe CQ5
• Understanding of web content strategy and industry best practices
• Demonstrated analytical and logical thinking. Ability to think creatively and develop new solutions
• Strong interpersonal, negotiation, and diplomacy skills required to effectively manage relationships with diverse internal and external contacts
• Ability to participate in after-business-hours system releases to provide content and communications support

Education:

• Bachelor's Degree in communications, journalism, marketing, multimedia, business, or related field is desired. Equivalent work experience may be considered in lieu of degree.

Essential Functions

• Deliver clear, concise, relevant, and accurate content and communications. Content may include policy, how-to steps, product/offer overviews, technical troubleshooting flows, or FAQs.
• Communicate business, content, and policy changes to multiple audiences via news articles, blogs, emails, announcements, and/or talking points.
• Write, developmentally edit, and publish content within Knowledge Management's websites.
• Apply Search (SEO) tactics in alignment with the team's Digital Resource Guide and best practices.
• Consistently apply formatting and style standards across multiple audiences and websites.
• Participate in cross-functional project teams to ensure content requirements are met, identify content impacts, ensure consistency between channels, and establish milestones.
• Identify content impacts both within and outside of areas of ownership and develop mitigation plans.
• Partner with cross-team members to determine location, organization, and navigation of content in alignment with the defined content strategy.
• Educate business partners on content best practices, publishing processes, and quality standards.
• Ensure content is effective by soliciting and addressing user feedback and questions (discussion threads, document comments, focus groups, surveys, session replays).
• Optimize existing and/or create new content to meet changing business and audience needs.
• Manage content lifecycle for assigned areas, including inventories, audits, and archiving outdated or irrelevant content to ensure site health.
• Collaborate with Subject Matter Experts for assigned content areas.
• Act as Knowledge Management lead on large, complex content initiatives.
• Partner with manager, peers, and support teams to drive change and achieve company goals
• Shift priorities and make judgment calls to ensure deadlines are met for multiple projects (issue resolution).
• Create communication and publishing plans. Communicate status and manage deliverable expectations with all stakeholders.
• Proactively identify opportunities to improve the user experience for assigned areas of ownership.

We Take Equal Opportunity Seriously - By Choice

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.