Connected Services Training & Knowledge Specialist

Stellantis Customer Operations team within the Global Operations & Customer Support team is looking for an experienced Content Developer which will be responsible for creating, documenting, and maintaining content specific to Connected Features and Services. This content will be used by Contact Center Training teams to develop curriculum as well as Knowledge Base articles used by agents and team leads. This position will play a vital role in ensuring the best Customer Experience delivery through Contact Center, website, Mobile App and social media.

Duties and Responsibilities:

• Develop materials specific to Connected Features and Services explaining complex information in a simple and concise manner.
• Write How-To, FAQ, process, feature/vehicle launch, and troubleshooting documents, and collaborate with Contact Center Training teams on other training materials to ensure all customer experience aspects with respect to call center are covered.
• Collaborate with subject matter experts and key stakeholders including Product Owners, Marketing, IT and Engineering personnel on a regular basis to ensure all required information is well understood and captured.
• Enhance internal business processes through content documentation i.e. showcasing critical information that needs to be documented for customer escalations.
• Support call center training team in designing, creating, and delivering training related to key connected services features.
• Maintain a feature launch and content delivery schedule to ensure efficiency.
• Support the Contact Center teams in the development and delivery of training curriculum including creation of special courses to enhance agent knowledge.

Basic Qualifications:

• Bachelor's degree in Instructional Design, Business, Communications, Marketing or other relevant field.
• Minimum 5 years of experience in training and/or technical content development
• Demonstrated ability to communicate complex information concisely and clearly and the ability to convert this information into easily understandable text and illustrations.
• Outstanding writing, editing, critical reasoning, interpersonal and communication skills
• Ability to work on multiple tasks simultaneously, while successfully meeting established goals and deadlines in a fast-paced environment

Preferred Qualifications:

• Master's degree
• Content Development experience at a major Automotive OEM Telematics Program
• eLearning Development experience
• In-depth knowledge of learning theories and instructional design models
• Working knowledge of Telematics and Connectivity related technologies and features including Bluetooth, Apple CarPlay/Android Auto, In-Vehicle Wi-Fi, Amazon Alexa,