Operations Manager, Customer Services
Match jouw profiel
Solliciteren
Plaats
BruxellesBelgië
België
Contract
Vooltijds, Onbepaalde duurDatum gepubliceerd
2026-05-16Online to:
2026-07-15EUR 15.00 HOUR
Operations Manager, Customer Services
- Response Informatics
- België
- Andere
- 2 uren geleden
Tasks:
Develop and review the information architecture and the navigation structure of future and existing HR content;
Structure and organise HR content using features such as web parts, components, sections, metadata, and navigation to enhance user experience and findability;
Conduct quality assurance checks, including broken links, formatting consistency, and compliance with editorial and web accessibility guidelines;
Contribute to the continuous improvement of the information architecture and the user journey across several sites;
Conduct tests of the search and of the virtual agent to assess that business needs are met;
Provide web writing and editorial support, including rewriting, proofreading, and optimising content for readability, accessibility (WCAG), and internal search engine optimisation (SEO);
Identify content that requires improvement, to better underpin business goals and respond to user needs;
Perform regular content updates and maintenance to ensure the accuracy, relevance, and freshness of published information;
Coordinate with content owners and stakeholders to ensure that content is published in a timely and effective manner;
Support the community management with presentations, tutorials, support sessions, etc;
Monitor the key indicators and analytics such as usage, search, navigation or feedback to identify points of improvement for content effectiveness and user engagement.
Requirements
Bachelor’s degree in IT, combined with 10 years of relevant working experience in IT;
Experience with Service Now, SharePoint Online & Microsoft 365 knowledge;
Experience with information architecture & UX;
Experience with structuring content using Service Now and SharePoint features, tagging and taxonomy, user navigation flows, and optimizing for findability and engagement;
Experience with web content creation & editorial skills;
Knowledge of user-oriented architecture, usability and user-centred design;
Excellent command of the English language
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