OAG - Child Support | Dir. Content Strat. amp; Gov (D

About the Role

Serves as the single accountable owner of content governance for the Child Support Division, setting the standards, structure, and priorities that determine how field-facing operational content and guidance are decided, produced, published, and kept accurate over time. Plans, assigns, and/or supervises the work of others. This position provides a single point of ownership for how the division meets field knowledge and communication needs.

The role develops and oversees the full lifecycle of operational content and guidance. It ensures each need is understood at its root and is accountable for assigning the right format and responsible team to each need, setting priority across competing needs, and coordinating the work of multiple contributing teams into one coherent solution rather than fragmented or duplicative efforts. The role owns the standards, taxonomy, and information architecture that keep content consistent and findable, including AI-native structure, and runs the ongoing review that keeps published material current, accurate, and timely.

Authority is exercised over the work and its prioritization through a matrixed structure rather than through direct supervision of contributing teams. Work requires strong governance judgment, prioritization under ambiguity, the ability to translate between technical and business audiences, facilitation skill, and the relationships and credibility to make decisions that hold across teams that do not share a reporting line.

Collaborates with State Office leadership, regional leadership, development partners, communications, and training units to ensure consistency, coherence, and operational excellence.

Responsibilities

• Serves as the single point of ownership and escalation for field-facing content and communication needs, ensuring each need is understood at its root before a response is built.
• Is accountable for determining how each need is met and which team is responsible, sets priority across competing needs, and coordinates contributing teams into one coherent solution rather than separate or duplicative efforts.
• Establishes and maintains the standards, voice, taxonomy, and information architecture for operational content, including AI-native structure, so that what is delivered is consistent, accurate, and easy to find.
• Owns the ongoing review and lifecycle of published content, retiring outdated material, reconciling conflicting guidance, and keeping references and procedures current and timely.
• Defines and documents the business processes and system procedures that field staff rely on, and maintains a current view of who owns each item and its delivery.
• Translates statewide policy, system changes, and complex directives into clear, field-ready guidance aligned with frontline workflows and customer service outcomes.
• Establishes and maintains guidelines and structure for the agency intranet ensuring that best practices are utilized for division content, establishing metrics to analyze usage to improve usability and employee engagement.
• Establishes the standards and channels for how the division communicates with field staff, setting clear expectations for what each communication space is for.
• Leads design sessions and cross-functional workgroups to align ownership, reduce duplication, and realign work to the teams best suited to deliver it.
• Distinguishes immediate, reactive needs from proactive, planned initiatives, and sequences the division's content and adoption roadmap accordingly.
• Builds and continuously improves the governance structure itself, defines its scope and its relationship to existing teams, and establishes the metrics and feedback loops that show whether content is meeting field needs.
• Performs related work as assigned.
• Maintains relevant knowledge necessary to perform essential job functions.
• Attends work regularly in compliance with agreed-upon work schedule.
• Ensures security and confidentiality of sensitive and/or protected information.
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity.

Requirements

• Graduation from high school or equivalent.
• Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: content governance, content strategy, program operations, organizational change, communications, or public administration, with experience implementing at a large or enterprise scale.
• 14 years of full-time experience working in the following (or closely related) fields: content governance, content strategy, program operations, organizational change, communications, or public administration, with experience implementing at a large or enterprise scale; may substitute an advanced degree for two years of the required experience.

Qualifications

• Knowledge of content governance, content strategy, and information architecture, including standards, taxonomy, and lifecycle management.
• Knowledge of project management principles, process analysis, and organizational change.
• Knowledge of how frontline staff find and use guidance, and operational workflows and customer service practices.
• Skill in prioritization and scope management.

Benefits

OAG employees enjoy excellent benefits. For more information, visit ERS Benefits at a Glance.