Content Operational Lead

We are looking for a Content Operational Lead as part of a continued focus on improving our digital customer experience.

This position is part of the Knowledge Management Centre of Excellence (KMCoE) team, and the successful candidate will work as part of a virtual, global team to support the roll out of strategic initiatives into Region West (Belgium, Netherlands and the UK) but also supporting other countries when required.

The role will be responsible for planning, executing, and delivering knowledge content-related projects, ensuring high quality standards are met, and facilitating smooth transitions between project completion and operational ownership.

Core Responsibilities

Project Planning and Execution

• Collaborate with local stakeholders to ensure that all necessary knowledge content is prepared and available to support the successful launch of new products and platforms, thereby enhancing the overall customer experience.
• Identify potential risks, set clear success criteria, and ensure effective collaboration across teams to achieve project goals.
• Accurately determine the resources and financial investment needed for projects to ensure they are adequately supported and can be completed within budget constraints.
• Continuously improve Operational Lead practices by adopting innovative tools, Artificial Intelligence and processes that enhance efficiency, reduce costs, and improve overall project outcomes.
• Collaborate with other Operational Leads to ensure alignment across all regions and to share and evolve best practices.

Quality and Performance Management

• Establish structured methods for tracking project progress, evaluating performance, and reporting outcomes to ensure transparency, accountability, and continuous improvement.
• Maintain high standards of quality and consistency across all projects, ensuring they align with the company's brand guidelines and deliver a superior customer experience.
• Capture insights and experiences from completed projects to inform and enhance future project planning and execution, fostering a culture of continuous learning and improvement.
• Ensure all key stakeholders are kept up to date on project milestones and any red flag issues.

Transition Management

• Collaborate with local stakeholders to implement KMCoE initiatives, enhancing user experience and service efficiency.
• Clearly assign project responsibilities to appropriate stakeholders, ensuring accountability and continuity.
• Provide detailed documentation of tasks and responsibilities to ensure that all team members understand their roles and can maintain project standards.
• Ensure a smooth and efficient transition of project responsibilities to operational teams, minimizing disruptions and maintaining project momentum.

JIRA Management

• Ensure all issues and enhancement opportunities identified during projects are first aligned upon across the KMCoE group before raising
• Along with local knowledge content project leads, monitor the progress of all tickets to ensure timely resolution and successful project outcomes.
• Maintain clear and consistent communication with stakeholders to keep them informed about the status of tickets and any necessary actions.
• Ensure that all tickets are resolved efficiently and effectively, contributing to the overall success and quality of the project.

Required Qualifications

• Bachelor’s degree in project management, business, or related field
• Strong understanding of content management systems
• Proven track record of successful project delivery
• Excels in stakeholder management
• English Language B2 or above

Key Competencies

• Project planning and execution

• Stakeholder management

• Risk management

• Process improvement

• Documentation

• Problem-solving

• Time management

• Communication at all levels

• Quality assurance

• Change Management

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.