Purpose of position: As a Content Operations Manager , you will oversee the technical and operational management of the chatbot’s knowledge database pipeline. Your role is to ensure smooth processes for implementing new content, maintaining the knowledge database, and managing approval workflows to ensure accuracy and high-quality content deployment. This role combines project management, process optimisation, and technical oversight, working closely with content, data science, and engineering teams to ensure operational efficiency and continuous improvement of the chatbot’s content. Key Tasks: Project Management : Lead the content implementation process from creation to deployment, ensuring clear timelines and coordination across teams. Process Optimization : Develop and refine workflows for content intake, editing, approval, and deployment, identifying and resolving bottlenecks. Content Governance : Oversee structured approval processes to ensure all content meets quality, compliance, and consistency standards. Database Management : Ensure the knowledge database is well-organized, up-to-date, and scalable. Regularly audit and optimise for efficiency. Automation & Tools : Work with tech teams to automate parts of the content process, improving efficiency through tools and workflows. Stakeholder Coordination : Act as the liaison between content, product, customer experience, and engineering teams, ensuring seamless communication. Risk & Compliance : Ensure content meets legal, policy, and ethical standards. Documentation : Maintain comprehensive documentation for processes and tools, and provide best practice guidance. Reporting & KPIs : Track performance metrics and provide reports on efficiency, identifying areas for improvement. Troubleshooting : Address and resolve issues related to the content management system. Continuous Improvement : Regularly review and improve operational processes for scalability and efficiency. Skills and expertise: Operational/Project Management Experience : Proven ability to manage operations and lead projects, prioritize tasks, and meet deadlines in a dynamic environment Process-Oriented : Ability to design and optimize workflows that enhance efficiency and ensure quality. Technical Proficiency : Experience with CMS, knowledge base software, and project management tools. Collaboration : Strong stakeholder management skills with the ability to communicate and work across teams. Attention to Detail : Highly organized with a focus on accuracy and quality control. Analytical & Problem-solving : Ability to troubleshoot and resolve operational challenges, using data-driven insights for improvement. Adaptability : Capable of managing multiple projects in a fast-changing environment. Documentation & Training : Experience in maintaining clear documentation and training teams on systems and workflows. Our Offer: Flexi-Week and Work-Life Balance: We prioritize your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction on your annual holiday allowance. We also offer a variety of different paid special leaves. Flexi-Office: Do you prefer to work from our cool office, from home, or in a completely different environment? With us, the choice is yours. We offer the flexibility to work wherever you want within our Awin locations. Welfare : We provide you with a life assurance, travel insurance and private health insurance that covers several types of health, vision, and dental treatments. Furthermore, you can take advantage of our Cycle to Work Scheme or Season Ticket Loan. Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being. Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. You can also improve your English skills by participating in our local language course. Remote Working: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately. Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program and show your appreciation for colleagues who have gone the extra mile to support you. Established in 2000, Awin is proud of our dynamic, social and inclusive culture. Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life Awin’ hub brings our colleagues from across the globe together for various social activities. Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships is diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know. Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.