Change Management Specialist

Sales Austin, Texas


Description

About LegalZoom

We believe that everyone should have access to professional legal advice. So, we’ve built a trusted and accessible technology-based platform to reduce barriers and help empower millions of people to grow their businesses, care for their families, protect their ideas, and more. From Estate Planning to Business Formations to IP, we’ve helped millions of customers, providing the protection and peace of mind they need. To date, we’ve grown to become the leading provider of online legal solutions for families and small businesses, and we’re committed to making our services even more valuable and easier to use than ever before. Join us!

 

Overview

At LegalZoom, we simply do not believe that it should cost thousands of dollars to create a will, form a business, or apply for a trademark. So, we started a movement to make legal help available to all.

The Change Management Specialist (CMS) reports to the Sr. Manager of Contact Center Enablement and primarily supports LegalZoom’s Operations. Duties include content development for print and web consumption, contact center communications support, and administrative support for the enterprise Salesforce Knowledge Base. The CMS regularly collaborates with, Product, Product Marketing, Process Improvement, Project Management, and Operations Leadership.

You will

  • Deliver and communicate timely and complete notification of operational, marketing, and systems changes to the appropriate teams
  • Critically review and integrate information from various source content into internal communication and knowledge base resources
  • Partner with Operations Subject Matter Experts (SMEs) in design, development, implementation, and maintenance of company-and customer-facing content to meet enterprise objectives
  • Partner with Operations and Corporate team stakeholders to identify and validate processes and then review, organize, share and adapt these processes
  • Create detailed process flows to inform source documentation and training content
  • Create new and maintain internal Knowledge Base resources
  • Constructively review and recommend improvements for the Knowledge Base and other resources for customers and Zoomers to more quickly and easily access the information they need
  • Drive engagement and maintain Contact Center intranet spaces
  • Create engaging PowerPoint presentations for company-wide events
  • Lead special projects related to Contact Center enablement and change management efforts as assigned
  • Consistently and effectively apply LegalZoom.com branding and positioning practices

 

Skills and Experience

  • Minimum of 3 years of experience working with Microsoft Word, Excel, and PowerPoint required
  • 1 - 2 years of experience working across corporate teams required
  • BA or equivalent in Communications, Journalism, or English, preferred
  • Familiarity with call center service channels, metrics, and technologies (e.g., Salesforce, email, IVR/ACD), preferred
  • Ability to focus on deadlines and deliverables
  • Excellent written and verbal communication skills
  • Work experience highlighting strong organizational skills and the ability to manage multiple tasks and priorities in a fluid and rapid-growth environment
  • Knowledge of best practices in content development and management
  • Work experience featuring process development and project management skills
  • Self-starter, self-motivated, driven individual
  • Strong analytical, research, and problem-solving skills
  • Experience with process creation and improvement

 

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity.