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Product Communications Lead - Jobs in Burlington

Chit Chats
Job LocationBurlington
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract

Job Description

Job DescriptionThe RoleThe Product Communications Lead acts as a liaison between the Product team and Branch Staff. They are an expert in all Chit Chats products and services including carriers, suppliers, partners and logistic operations. They effectively communicate all product and operational changes to staff in a timely manner and strive to ensure employees have a clear understanding of new products and services. They attend business and departmental meetings to document and report updates, as well as gather staff and client feedback.Responsibilities

  • Maintain the public knowledge base: Write new articles as new features launch, update existing articles as products and services change
  • Write training manuals for frontline staff on product and service offerings
  • Work closely with Branch Leads to keep staff updated on new processes and platform changes, to receive updates on staff and client feedback. Host meetings when necessary
  • Compose internal memos that communicate changes to frontline staff (client support, branch staff, other stakeholders per management direction)
  • Work closely with key departments (operations, business and development) to maintain a good working knowledge of the platform (via Basecamp, Github, conversations). Provide clientamp; staff feedback
  • Work closely with the Client Support team to inform of upcoming client communications or changes that are client-facing and gather feedback to share with key departments (operations, business and development)
  • Collect employee feedback on features and improvements for submission to management
  • Coordinate internal and client communications with Communications Manager
  • Additional duties to support clients, staff and Branch functions as required
Responsibilities to Clients and Partners
  • Maintain accurate support resources and business listings/information
  • Funnel client concerns and feedback to the appropriate stakeholders
  • Support the creation of client communications as required
Responsibilities to Team
  • Maintain a good working understanding of the Chit Chats platform and services
  • Inform staff of upcoming feature or service changes and client communications
  • Answer questions from staff and funnel feedback to appropriate stakeholders
  • Maintain accurate training materials for staff under the direction of the Communications Manager and HR

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