Lead Knowledge Content Editor

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

As our Lead Editor, Knowledge Content you will support the delivery of high-quality customer and member experiences from Day 1 throughout the lifecycle of the customer relationship. You will be responsible for collaborating with key stakeholders to source, analyze, build, and maintain, customer benefits content. You will be also responsible for leading the day-to-day operations of a team of Knowledge Content Editors. This person will establish positive working relationships, develop implementation and ongoing maintenance materials and processes, and provide leadership to the Knowledge Content team through influence and direct reporting lines. Additionally, you will be responsible for leading cross-functional projects and initiatives to provide content expertise across the business.

A day in the life…

• Lead, support, and coach a Knowledge Content Editor team

  • Build strong, trusting relationships with team members and maintain a deep understanding of the talent across the team

  • Drive talent development and engagement; provide training and support

  • Partner with Knowledge Content leaders to evolve performance measures

  • Leverage data and tools to manage team productivity levels and ensure deadlines are achieved without disruption to value, quality, or productivity

  • Provide regular status reporting on the progress of “in flight” work as well as ad hoc reporting as required

  • Partner with leadership to prepare levers/flex plans that can be utilized during peak periods to meet demands

• Support the delivery of a best-in-class knowledge content experience:

  • Manage, maintain, build, and/or review internal and customer-facing content – ensure consistency with established best practices and style guides

  • Develop, document, and maintain knowledge content best practices, including style guides and templates, in partnership with knowledge content leadership

  • Triage, respond to, and resolve content tickets/support requests in a timely manner

  • Proactively identify and lead continuous improvement initiatives, including scoping of work, identifying desired outcomes and development/execution of deliverables

  • Establish collaborative relationships with internal partners and stakeholders and act as a liaison cross-functionally to ensure internal teams have the information needed to deliver high quality content

• Serve as a subject matter expert; provide support to Knowledge Content teammates, cooperate with Development teams, and make data-driven recommendations for enhancements to content applications

• Lead or be a key participant in cross-functional initiatives to provide guidance and influence objectives and outcomes

• Support new customer onboarding and ecosystem partner discussions

• Other responsibilities as identified

What we are looking for…

• Equivalent of a Bachelor’s degree – preferably in English, Creative Writing, Journalism, or related field

• 5+ years of progressive experience in online writing

• 1+ years of relevant, progressive management experience (and demonstrated success)

• Experience in healthcare content or knowledge management, with the ability to simplify industry jargon and complex benefits; US healthcare or benefits/total rewards experience is nice to have

• Excellent teamwork, communication, organizational, and project management skills

• Experience working with high-performing teams and against tight deadlines while supporting the needs of and communicating with multiple stakeholders

• Editorial mindset with the ability to research and learn about a wide range of topics while operating on firm deadlines

• Experience working with content management systems; strong technical aptitude  

• Demonstrated attention to detail, excellent critical thinking and problem-solving skills

While working in Accolade you will enjoy the following benefits:

• Employee Stock Purchase Plan

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Udemy Business Platform for Hard/Soft skills training

• Carrott - support on family forming journey (www.get-carrot.com)

• Office events-workshops, tournaments, competitions, raffles, team building

• Home office and flexible working hours

Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person.  Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience. 

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

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