Content Development and Communication Specialist

Job Title: Content Development and Communication Specialist

Job at a Glance

• Location: Cumberland, RI (On-site 3–5 days/week)

• Reports To: Training and Quality Supervisor, with daily guidance from the Senior SOP and Communications Specialist

Responsibilities

• Collaborate cross-functionally to design and implement operational best practice processes, promoting a culture of continuous improvement and ensuring compliance with internal policies and procedures.

• Develop and maintain strong working relationships with process owners and product teams to support organizational change and innovation.

• Create, update, and maintain process documentation (e.g., SOPs, Process Flows, Work Instructions) using the agent knowledge management tool.

• Partner with department leadership and SMEs to understand current procedures and ensure all documentation complies with regulatory standards.

• Ensure consistency and clarity across all documentation and deliverables, enhancing the overall user experience.

• Actively identify and pursue opportunities to drive consistency, standardization, and process optimization.

• Maintain the integrity and consistency of documentation practices across the organization.

• Design new and revise existing CS operational procedures, job aids, and manage a sustainable governance process for documentation review and updates.

• Stay current with and apply the latest process improvement methodologies.

• Support training efforts by producing concise, user-friendly documentation of complex procedures.

• Identify and communicate relevant process changes to impacted departments.

• Build strong internal and external relationships to share and adopt best practices.

• Participate in emergency and storm assignments as required to support restoration and customer service efforts.

• Be prepared for a change in assigned work location or remote/hybrid arrangements based on business needs. Physical presence may be required for collaboration, training, or coordination purposes.

Qualifications

Education & Experience

• Bachelor’s degree required

• Minimum of 5 years of experience in process documentation and communication

• Demonstrated ability to synthesize input from multiple stakeholders and develop effective documentation in a technical and operational environment

• Excellent written and verbal communication skills

• Strong organizational and time management skills with the ability to handle multiple programs and stakeholders simultaneously

• Proficient in Microsoft Office and other documentation-related software tools

• Knowledge of continuous improvement methods, tools, and best practices

Preferred Qualifications

• Utility industry experience preferred

• Relevant training or certifications as a Documentation Specialist

• Familiarity with electric or gas policies, systems, tariffs, and practices

• Understanding of customer experience systems within a regulated environment

About the Client

Our client is a leading energy provider committed to operational excellence and customer satisfaction. This team plays a vital role in improving internal processes and ensuring regulatory compliance, directly impacting the customer experience through effective training, documentation, and communication.

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