Oversees the end-to-end service across the Content Hub and Digital Production & Publishing model for Agile marketing teams, ensuring seamless execution and high-quality delivery.
Responsibilities
Serve as the single point of accountability for end-to-end Content Hub and DPP delivery service at the Agile team level
Drive improvements in speed to market, content quality, and customer engagement
Partner closely with Content Delivery Program Leadership on priorities and service model evolution
Maintain alignment across content development disciplines, including design, copy, medical, QA, production, and publishing
Ensure seamless handoffs across internal teams and external partners
Requirements
Bachelor’s degree in Marketing, Business, Information Systems, Digital, Communications, or a related field
The Associate Director, Content Delivery Lead, oversees the end-to-end service across the Content Hub and Digital Production & Publishing model for a portfolio of Agile marketing teams across SP&ID and Oncology.
Locations (3)
North Wales, Pennsylvania, United States
San Francisco, California, United States
Los Angeles, California, United States
Compensation
The salary range for the primary location of this role is: $142,400.00 - $224,100.00. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
Responsibilities
Serve as the single point of accountability for end-to-end Content Hub and DPP delivery service at the Agile team level
Drive improvements in speed to market, content quality, and customer engagement
Partner closely with Content Delivery Program Leadership on priorities and service model evolution
The AI Support Manager role operates the day-to-day performance of the customer-facing AI agent (Fin), the Help Center content, and the feedback loop to improve both every week.
Responsibilities
Fin/AI agent operations (25%): Own resolution quality, deflection with quality gates, topic configuration, prompt and behavior tuning, and escalation-to-human design.
Help Center content ownership (40%): Ensure accuracy and AI-readiness of the Help Center; own taxonomy, article templates, AI-retrieval writing standards, Guru collections, and the drafting pipeline.
The content flywheel (20%): Triage AI-failure reports, trace to root cause (retrieval failure, content defect, or product-truth gap), and report gap-closure velocity.
Launch readiness (10%): Hold the support seat in release planning and prepare Help Center articles, Fin topics, and frontline teams before go-live.
Operability (5%): Maintain runbooks, configuration documentation, and measurement baselines.
