Commute Content Manager

About the role

As the Commute Content Manager, you will develop, maintain, and optimize content across GREF Commute's digital platforms, ensuring employees have a seamless and intuitive experience accessing commute programs and benefits in service of the Amazon Global Real Estate and Facilities (GREF) client. This role bridges commute operations and digital content management, combining subject matter expertise in commuter programs with strong content strategy, organization, and execution skills while collaborating across multiple stakeholder groups including Product, Development, Benefits, TDM, and Communications teams.

Responsibilities

• Program Knowledge & Ticketing Support
  • Maintain a working understanding of all commute programs, benefits, and tools by staying actively engaged with the Commute CX Coordinator team to ensure content accuracy and relevance
  • Review and respond to Platform Tech Issue tickets and assist with triaging or resolving customer service tickets related to commute content or systems while maintaining service excellence
  • Identify recurring ticket themes that may indicate opportunities to improve content clarity or functionality, partnering with stakeholders to implement solutions
• Content Strategy & Development
  • Research, draft, and format content for commute-related topics (e.g., parking, vanpool, transit, rideshare, and commuter benefits) to ensure clarity and self-service for employees
  • Develop and maintain taxonomy and content frameworks to align with GREF standards and improve findability within all channels while ensuring consistency across platforms
  • Collaborate with Communications team to edit and finalize published content, ensuring consistency with tone, accessibility, and brand guidelines that reflect professional standards
  • Maintain and update content maps, facilities content maps, and source-of-truth documents to reflect accurate and current information across all channels
• Content Input & Management
  • Input and maintain approved content within COREx Beta and Production environments, ensuring accuracy and timely updates across all platforms
  • Ensure Beta environments mirror current production content for accurate testing and review, enabling effective UAT cycles and quality assurance
  • Audit and align existing content to company standards while ensuring information displays correctly and is accessible across all devices
  • Respond to content update requests from stakeholders and employees with professionalism and efficiency
• Search Optimization & Employee Experience
  • Develop and maintain SEO strategy for commute content across all channels to improve discoverability and relevance of results for employees seeking information
  • Partner with development and TDM teams to test and refine search results based on employee behavior and feedback, driving continuous improvement
• Cross-Team Collaboration
  • Integrate and represent Commute Program with Product Managers and Developers to propose user experience improvements and content-driven CMS enhancements
  • Participate in UAT cycles prior to launches and provide feedback on content layout, accuracy, and usability to ensure quality delivery
  • Ensure alignment between program operations and product roadmaps, advocating for features that enhance employee access and understanding
• Site Expansions & Launch Support
  • Collaborate with Facilities Management (FM), Product Managers (PM), and Transportation Demand Managers (TDMs) to gather and input facility data for new or expanding sites
  • Research regional commute options (e.g., transit routes, bikeshare, vanpool programs) to support new building or area launches with comprehensive information
  • Input commute and facility data into COREx and other tech platforms as appropriate, ensuring completeness and accuracy
• Auditing & Reporting
  • Conduct recurring content audits to validate accuracy of commute benefit details, links, and imagery while maintaining content quality standards
  • Track updates, changes, and issues in a shared content tracker for transparency and project management, supporting team visibility and accountability
  • Partner with Benefits to ensure annual updates reflect changes to new or sunset programs, maintaining current and relevant content
• Training, SOPs & Enablement
  • Develop and maintain SOPs and process documentation for content workflows, COREx use, and content publishing to drive consistency and efficiency
  • Create and deliver internal training material and sessions to support consistent content creation and management practices across teams
• Events & Employee Engagement
  • Represent the Commute team at events, including virtual showcases, FAQ presentations, and tabling sessions to promote program awareness and adoption
  • Create and present materials that highlight program updates and FAQs, ensuring clear communication with employees
  • Host weekly Office Hours to support employees or partners with commute-related questions, providing expert guidance and assistance
• System Maintenance & Enhancements
  • Monitor COREx platform updates and enhancements impacting existing content and coordinate adjustments as needed to maintain functionality
  • Provide input to development teams on backend usability improvements and content management functionality, advocating for user-centered design

Requirements

• Bachelor's degree preferred; equivalent combination of education and experience accepted demonstrating strong foundation in content, communications, or related fields
• Two (2) to four (4) years of experience in content management, communications, marketing, or digital operations, ideally in a large enterprise or technology environment
• Excellent written and verbal communication skills with ability to convey complex information clearly and accessibly to diverse audiences
• Strong organizational skills with ability to manage multiple concurrent projects and meet tight deadlines while maintaining quality standards
• Experience with content management systems (CMS) and structured content frameworks with ability to navigate technical platforms effectively
• Familiarity with SEO principles, keyword research, and accessibility standards to optimize content discoverability and compliance
• Comfortable working cross-functionally with technical and non-technical teams, bridging diverse perspectives and priorities
• Intermediate proficiency with Microsoft Office Suite, Smartsheet, and Excel to support content tracking, reporting, and collaboration
• Analytical mindset with ability to use data to inform content decisions and drive continuous improvement
• Team-oriented, proactive, and highly adaptable to evolving business needs with strong problem-solving abilities
• Ability to travel occasionally for commute events or team meetings
• Ability to work flexible hours as needed to support content launches and events

Preferred Qualifications

• Experience with commute programs, transportation demand management, or employee engagement demonstrating understanding of commuter benefits and services
• COREx platform experience with hands-on knowledge of content input, management, and optimization within this system
• Background in user experience (UX) writing or digital content strategy with focus on self-service enablement and employee experience
• Familiarity with accessibility standards (WCAG, Section 508) and inclusive design principles ensuring content is usable by all employees
• Experience conducting user research, usability testing, or gathering employee feedback to inform content improvements
• Knowledge of transportation systems, transit options, and sustainable commute programs across diverse geographic regions
• HTML/CSS basics or familiarity with web publishing platforms supporting technical collaboration with development teams
• Experience with analytics tools (Google Analytics, Adobe Analytics, or similar) to measure content performance and inform strategy
• Project management experience or familiarity with Agile methodologies supporting structured delivery and cross-functional collaboration
• Training development or instructional design experience supporting creation of effective enablement materials
• Experience presenting to stakeholders or hosting information sessions demonstrating comfort with public speaking and facilitation

Location

Onsite