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Content Information Architect in Austin at PayPal

Date Posted: 3/20/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Austin
  • Experience:
    Not Specified
  • Date Posted:
    3/20/2020
  • Job ID:
    R0052586

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

The Channel Content organisation is embarking on a three-year journey to transform static unstructured content to an atomic, semantically rich, structured format. We are a global team producing support content for customers and internal Customer Service agents. We consider a sound information architecture a prerequisite for achieving our goal of delivering intelligent personalised in-context content to our customers, wherever they may be in their PayPal journey. We are looking for an experienced, and innovative Information Architect to join our Global Channel Content team. The Information Architect will be part of a multi-functional content team working to transform not only content but the entire customer experience through content. The architect will collaborate with authors, engineers, product managers, and business stakeholders to design models that connect authoring, publishing, delivery, and customer problem statements in different environments. The architect will tackle our most difficult problems and work with a high degree of ambiguity, designing models that deliver best-in-class customer experiences and minimize authoring and production effort. The ideal candidate is driven and passionate about knowledge organisation, energised by challenges, and works independently as part of a team.

RESPONSIBILITIES  

  • Develop a deep understanding of customer journeys and tasks customers are trying to complete; align knowledge organisation structures and systems to customer needs; enable customers to complete their tasks more easily, quickly and effortlessly.
  • Own and solve our most complex problems of bringing chatbot and smart device content into the content ecosystem, managing and delivering the content from a central location (SSOT); transforming independent AI elements and traditional voice-based customer steering mechanisms into a streamlined scalable conversational AI experience; and instrument the delivery of intelligent content, turning content into answers.
  • Use data analysis, tools, experience and ingenuity to design ontology, taxonomies and thesaurus in collaboration with taxonomist, content strategist and SME Content Team.
  • Assist taxonomist in creating a semantically rich content network and work with product owners across the business to enable machines to read and configure content intelligently at various endpoints in various languages. Support the set-up and management of taxonomy tool.
  • Guide and assist Content Strategist and SME Content Team in re-structuring the existing body of content to allow instant access to related content by topic. Closely partner with SME Content team on verticals.
  • Create and maintain intuitive, structured knowledge organisation models (such as content models in CMS).
  • Present IA concepts and deliverables in a compelling and convincing manner.

SKILL REQUIREMENTS

  • At least 3 years of
  • Experience with usability testing and user experience optimization
  • Experience working in Knowledge Organization Systems
  • Familiarity with interoperability standards including SKOS (Simple Knowledge Organization System), RDF (Resource Description Framework), and OWL (Web Ontology Language)
  • Demonstrated experience with HTML, XML, DITA and an enterprise-wide content management system (ECMS)
  • Firm understanding of user experience and strong search engine optimization (SEO) and search engine marketing (SEM) skills
  • Experience with automation and AI technology
  • Experience and knowledge in authoring best practices
  • Demonstrated experience with headless web content systems
  • Experience supporting a multi-language publishing environment
  • Experience with producing content across multiple channels
  • Experience in a large multinational organization
  • Ability to interact with and influence others effectively through teamwork and diplomacy
  • Experience interpreting and communicating analytics
  • Experience working in an Agile environment

JOB REQUIREMENTS

  • Strong communication skills written and oral, ability to present and speak to different levels of the business.
  • Well-developed sense of urgency and follow through.
  • Strong interpersonal skills, presentation skills, ability to work productively with all levels in the organization, time management skills and follow through.
  • Proven drive to succeed and produce specific metrics.
  • Data and results oriented.
  • Manage own tasks with minimal assistance and strive to work independently but know when to ask for help.
  • Communicate effectively cross-functionally.
  • Influence on different levels of the business.
  • Communicate effectively with people from all types of cultural backgrounds.
  • Report to team, management and stakeholders on regular basis.
  • Work well in team environment building strong relationships.
  • Ability to translate business needs into long-term IA solutions

QUALIFICATIONS

  • Preferred: Masters’ degree in Information Management
  • Required: BS degree in Information Management, Content Management, or other relevant discipline
  • 3+ years experience working in Information Science, Library Science, Computational Linguistics, Knowledge Management, or related field
  • 3+ years experience in designing information architecture for the implementation of large-scale content solutions

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.

R0052586

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