Description

About LegalZoom

We're here to make legal help accessible to all. LegalZoom transformed the legal industry with the launch of our online services and groundbreaking technology in 2001. Since then, millions of customers have counted on us to officially start and run businesses, protect brands and intellectual property, and look after loved ones through wills and trusts.

As the industry leader for over 20 years, innovation remains at the center of all we do. We're creative thinkers and problem solvers with a passion for building legal and tax products that make a positive impact on the world, and we're always looking for exceptional people to push us further.

With us, you'll do work that's as rewarding as it is challenging with a team where every voice matters and diversity, equality, and inclusion are truly embraced. Together, we'll continue to democratize the law and make a real difference in the lives of millions.

Overview

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

You have

• Minimum of 3 years of experience working with Microsoft Word, Excel, and PowerPoint 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.