Assistant Manager-Content writing

The Knowledge Management Team is responsible for creating articles and guides based on Flipkart's processes and policies, and managing the internal knowledge base. The great thing about working for the team is that it's full of talented and creative people who also get to aid with product innovation.

About the role:

This position is responsible for creating and managing product and process-based content focussed on providing hands-on assistance to our ground-level workforce. The role seeks a highly creative and self-motivated individual from a core technical writing background.

What youll do:

Based on their technical writing expertise, the candidate is expected to create and manage the process and policy-based articles to be hosted on the internal knowledge base.
• Prepare articles and guides based on process SOPs and inputs shared by other support functions
• Gather base information from stakeholders & publish content to the respective audience group
• Monitor usage of the content periodically, understand feedback provided by the end-users, and make changes to the content as and when required
• Work on short-term or long-term projects which can contribute to improving customer experience, consultant experience or add value to our business
• Manage the overall information on the knowledge base (troubleshooting guides, process guides, and articles) in a way to avoid information overload
• Periodically clean up redundant information from the knowledge base
• Interact with operations/partner teams to manage overall knowledge user base
• Discover new ways to make information relevant and reusable
• Provide feedback and suggestions which can improve the tool
• Conduct regular checks and assessments to ensure knowledge retention
• Prepare and publish reports on content usage, knowledge check trends, user behavior,and content efficacy
• Ensure content created is clear, accurate, and concise
• Own areas of improvement and recommend changes based on best practices
• Incorporate feedback from the stakeholders to enhance communication to meet the functional objectives
• Maintaining existing consoles and constant updates to content based on process changes

What youll need:
• Excellent written and verbal communication skills
• Background in content/technical writing
• Basic knowledge of HTML, MS Excel & MS Office
• Experience in MS Excel-based reporting and analytics
• Ability to manage highly dynamic knowledge requirements with limited resources
• Excellent problem-solving skills
• Great stakeholder management skills
• Proficient in English, Hindi, and at least one regional language (Kannada, Tamil, Telugu, Malayalam)
• Good reasoning ability and problem-solving skills