Content Operations Manager

Job Title:

Content Operations Manager

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

As the Digital Experience Operations Manager, you will help nurture and lead a team composed of copywriters, CMS authors, analysts, and campaign managers at a large Dubai-based client. This team is central in driving insights, understanding, and sharing a customer's experience across digital channels.

Your primary responsibility will be to ensure the team's growth, and performance, while deepening our client relationship and effect to the business. You will serve a crucial function ensuring delivery excellence that aligns with the goals and vision of the organization.

Key Responsibilities:

Team Leadership and Development:

• Provide and set a clear direction for the team, across departments and skillsets. Need to have copywriting and CMS authoring experience.
• Coach team members to enhance their skills, boost performance, and achieve their professional goals.
  
  

• Set performance expectations, track progress, and conduct regular performance evaluations for team members.
• Identify areas for improvement and design tailored development plans to address skill gaps and maximize potential, informed by industry best practices and emergent technology capabilities.
• Recognize and reward exceptional contributions, encouraging a culture of recognition.
  
  

• Collaborate with program managers and your team to understand project requirements, scope, and timelines on important strategic projects.
• Maintain an eye on team capacity against expectations to allocate resources, balancing workloads and team bandwidth to ensure projects are completed and with high quality.
• Participate in stakeholder conversations when team bandwidth and project backlog are not aligned, and project re-prioritization is required.
  
  

• Uphold rigorous standards of quality, consistency, brand voice,, and agreement to vision across all departments supported by this team. Manage and mentor existing CMS authoring QA resource.
• Supervise and mentor team members, providing constructive feedback and support, guiding them towards refining their work and delivery excellence.
• Strengthen standards and processes to facilitate performance measurement and coordinated delivery across departments.
  
  

• Participate in the recruitment process by identifying talent needs, conducting interviews, and making hiring decisions.
• Develop comprehensive onboarding programs to facilitate seamless integration of new team members.
  
  

• Stay updated on industry trends, best practices, and new digital experience technologies relevant to content creation and publishing, analytics, and campaign delivery workstreams.
• Implement process improvements and innovations to enhance team efficiency, output quality, coordination, and knowledge management.
  
  

• Bachelor's degree and/or 5+ years’ experience in marketing, communications or journalism.
• Familiarity with UAE work culture is required.
• 5+ years in a leadership / management role & client management, with a background of 3+ years of experience in copywriting, content production or news desk;
• Proven track record of managing and developing large high-performing teams;
• Exceptional written and verbal communication skills including creating PowerPoint slides for client report-outs.
• Strong project management skills, with the ability to prioritize and manage multiple tasks simultaneously.
• Proficiency in content management systems, project management tools, and collaboration platforms.
• Creative mindset with the ability to think strategically and deliver on business objectives.
• A passion for fostering talent, nurturing growth, and cultivating a positive team culture.
• English C1 speaking and writing is required; Arabic speaking skills is considered a plus.
  
  

• Great compensation package and performance-based bonuses.
• Professional development opportunities and ongoing training.
• Collaborative and inclusive work environment.
• Opportunity to contribute to impactful projects and shape our content strategy.