Sr Answer Curator, Customer Care 68598

Intuit is a leading software provider of business and financial management solutions for small and mid-sized businesses, consumers and accounting professionals. You probably know us by our flagship products, QuickBooks®, Quicken® and TurboTax®, but that’s just the start. We are currently going through a fundamental transformation from a shrink-wrapped software company to one of the countrys leading providers of web-based applications and solutions.

Come join Intuit as part of the Financial Management Solutions (FMS) team as a Sr Answer Curator, Customer Care. We are looking for creative problem solvers with a passion for innovation to join our team and revolutionize the way the world does business.

Primary Responsibilities:
Today, with small business owners lacking sufficient time or desire to digest a novel in order to solve a product or small business issue, effective and engaging content is a key element in our mission to help small business owners be successful. Starting with product content, the answer curator will build out and implement a content strategy designed for customer accessibility, convenience and resolution. Partnering with key members of the engineering, product management, customer support and marketing teams, the curator will not only create new content internally but will also aggregate the best and most relevant content from external sources. A strong testing and measurement approach along with a heavy focus on reclaiming ease for customers will enable the content curator to succeed. The curator must be able shake off formal instructional design thinking and devise new and different ways to deliver answers to customers so they can get back to business quickly.

Responsibilities include:
- Write, edit, and improve search effectiveness of content
- Manage and continually improve the content creation ecosystem across the FMS business unit
- Partner with key internal teams, including engineering, web, marketing, support and product management to develop content creation and improvement processes that are rapid and iterative
- Work cross functionally to measure and continually improve the processes
- Identify content media type gaps, prioritize them and execute plan to fill the prioritized gaps
- Test, seed and disseminate new content approaches, be they screencasts, video or in-product data capture
- Make it easy for content to be found and easily consumed
- Developing, mapping, evaluating and/or maintaining taxonomies
- Conducting content audits and content analysis
- Improve the voice of our content so that small business find it friendly, approachable, simple

Qualifications:

- BA/BS in journalism, English, Business or related areas
- A Masters of Library and Information Science (MLIS) or comparable degree is strongly preferred.
- A minimum of 3 years experience in creating/editing content for a web site hosting business content, preferably in the small business subject
- Demonstrated ability in using customer data to make decisions and improve content
- Demonstrated ability to use testing and analytics to improve online experiences, preferably related to content and conversion.
- Energy and commitment to drive and produce results, quickly
- Strong partner management skills, with good interpersonal effectiveness, influence, and ability to get things done through both formal and informal means with both internal and external audiences
- Passion for learning, experimentation and rapid iteration based on results and data
- Comfortable with change, uncertainty and charting new territory
- Experience with content management, knowledge base management, or content publishing systems
- Excellent communication skills across environments and audiences, both internal and external
- Experience in consumer or small business marketing a strong plus
- Experience with social, community and content aggregation technologies a very strong plus
- Experience with - or knowledge of - taxonomy, metadata, controlled vocabularies and classification a strong plus
- Position can be located in Mountain View, Ca or Tucson, AZ