Service Content Specialist

Holman Content Developer

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What's Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Essential Functions:

• Works collaboratively to develop content for Holman's Client Relations Department to supports key business objectives across North America.
• Works collaboratively with the North American Service Training team to develop materials for onboarding including, but not limited to PowerPoints, job aids, & digital trainings.
• Works collaboratively with the Client Relations Upskilling Team (Success Desk) to develop additional training materials for Client Relations partners.
• Outlines, researches, and composes a variety of engaging content, including (but not limited to,) internal website content/communications (e.g., Pulse blogs, content library), infographics, videos, e-Learnings, articles, and talk tracks
• Maintains Holman's knowledge bases, including posting, organizing, maintaining, and optimizing content across platforms for accuracy and usability.
• Demonstrates ownership of assigned content development, applying a project management mindset to setting and enforcing touchpoints and deadlines. Follow up with identified stakeholders to ensure timely completion of associated deliverables.
• Applies branding and style guidelines along with best practices to deliver the right content in the right format; supports continuous improvement for ongoing refinement.
• Stays up-to-date on new and existing content tools and technology trends for content creation.
• Monitors key metrics and schedules regular reviews of the knowledgebase to identify areas that need to be updated / expanded.
• Prepares reporting on key departmental metrics for the Service Training and Content team.
• Accesses and uses the learning management systems (LMS), authoring tools (e.g., Articulate 360, PowToon, Adobe Captivate), and other technology used in instructional design projects.
• Reviews instructional materials to ensure accuracy, clarity, and alignment with instructional design standards and project requirements.
• Collaborates with subject matter experts, instructional designers, graphic designers, and developers to produce high-quality learning experiences.
• Performs research regarding industry standards and benchmarks, competition, and macro trends to ensure content relevance.
• Exhibits consistent quality of work, including clear, concise and grammatically correct writing.
• Demonstrates ongoing proficiency in subject matter knowledge including Holman and Holman organizations, products and services, sales & service process and strategy, as well as industry and competitive differentiation.
• Works with peers for ad-hoc support or opportunities for new or updated content.
• Serves as main source of communication for updates to Client Relations processes, best practices, knowledge base, and methodologies.
• Performs all other duties and special projects, as assigned.

Education and/or Training:

• Bachelor's degree in English, Journalism, Communications
• Proficiency in Microsoft Office, particularly Word, Excel, and PowerPoint
• Experience with Articulate 360, PowToon, Adobe Captivate or other design software strongly desired.
• Exceptional writing & communication skills

Relevant Work Experience:

• Proven skills in producing and editing content within a complex business environment, minimum 3 years.
• Experienced in working in a collaborative environment, including leading exploratory kick- off sessions, participating in key review meetings/final document review, content sign off and document production

Planning/Organizing/Managerial Knowledge:

• Professional business writing experience required; experience writing customer support content strongly preferred
• Ability to manage multiple projects in a fast-paced, deadline-driven environment
• Must be self-motivated, with ability to work independently and as part of a team
• Demonstrates strong attention to detail, as well as organization and problem-solving skills
• Ability to develop and maintain current industry knowledge through continuous learning

Communicating & Influencing Skills:

• Requires excellent interpersonal and communication skills, including active listening, effective questioning and scoping, and articulating assertions
• Involves collaboration with subject matter experts in a wide range of positions and levels across the global organization
• Projects may require educating, influencing, or reasoning with various stakeholders for consensus decision-making, expediting requests, or mitigating challenges
• Must have ability to build and maintain positive internal relationships

Output:

• Works closely with the Client Relations verticals, cross-departmental teams, and subject matter experts to strategize content development that supports alignment and continuity across the entire customer journey; maintain understanding of key business objectives and how content supports strategy.
• Outlines, researches, and composes a variety of engaging content, including (but not limited to) website content, blogs, infographics, webinars, videos, articles, case studies and talk tracks.
• Demonstrates ownership of assigned content development, applying a project management mindset to setting and enforcing touchpoints and deadlines. Follow up with identified stakeholders to ensure timely completion of associated deliverables.
• Quality of work is of utmost importance, including accuracy, grammar, writing mechanics, as well as adherence to Holman's standards, guidelines, and messaging methodology.
• Professionalism, as well as excellent written and verbal communication, is required at all times, both in projects and in collaboration with other stakeholders.

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $60,800.00 - $86,640.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.