Advanced Associate, Content Operations

Advanced Associate – CSDD Content Operations Team

OVERVIEW

The Advanced Associate – CSDD Content Operations supports the efficient
execution and continuous improvement of content operations workflows within the
Content and Student Digital Delivery (CSDD) team. Working under the direction of
supervisors and technical leads, the role focuses on completing well-defined
tasks with accuracy and ownership, supporting process standardization, tooling
configuration, and the early adoption of automation and AI-enabled workflow
improvements.

This role is designed for individuals who demonstrate strong execution
discipline, rapid learning capability, and a proactive approach to identifying
and escalating issues. The Advanced Associate takes increased autonomy on
clearly scoped deliverables, develops early-stage specialization in content
operations, and actively contributes to process improvement initiatives within
defined boundaries.

The ideal candidate has 2 years of relevant experience, a strong analytical
mindset are welcome to apply . Prior exposure to content production, publishing,
operations, or customer support environments will be an added advantage .

KEY RESPONSIBILITIES

- Content Operations Execution:

Execute assigned content operations tasks accurately and within agreed
timelines, with increasing autonomy on clearly scoped deliverables. Maintain
ownership of day-to-day operational priorities, provide accurate and timely
status updates, and support the wider project team during key delivery periods
such as releases or pilots.

- Process Standardization & Documentation:

Support the development, documentation, and adoption of standardized workflows
and standard operating procedures (SOPs) for content operations activities.
Assist in workflow mapping exercises, ensure documentation is clear and
accessible, and maintain records in SharePoint or designated repositories in
line with PMO governance standards.

- Tooling & Tracker Configuration:

Maintain and configure operational workflows in JIRA, Smartsheet, or equivalent
tools, ensuring trackers are accurate, up to date, and reliable as a source of
truth for task progress and delivery status. Troubleshoot known tooling issues
and escalate non-routine or ambiguous problems promptly to the relevant lead.

- Automation & AI-Enabled Improvement:

Identify repetitive manual effort and support automation initiatives using tools
such as Microsoft Power Automate and Copilot Studio. Contribute practical
insights and documented observations that support the team’s adoption of
AI-enabled workflow improvements. Demonstrate awareness of how automation tools
can reduce turnaround time and operational overhead.

- Issue Identification & Escalation:

Analyze recurring data issues, raise JIRA tickets, and track resolution
progress. Apply thoughtful judgement in distinguishing routine issues from
non-routine or ambiguous situations, escalating appropriately and with
sufficient context to enable rapid resolution by supervisors or technical leads.

- Stakeholder Communication:

Communicate task status, process updates, and workflow changes clearly and
consistently to stakeholders. Support rollout, adoption, and change management
activities to ensure new processes and tools are embedded effectively.
Participate meaningfully in team check-ins, reviews, and retrospectives.

- Continuous Improvement:

Proactively identify operational pain points and contribute improvement
suggestions or documented insights to the team. Demonstrate readiness for more
complex contributions by participating in process improvement initiatives and
sharing observations that drive efficiency, quality, or clarity.

QUALIFICATIONS & EXPERIENCE

* Bachelor’s degree in any discipline with a minimum of 2 years of relevant
work experience.

* Prior exposure to content production, publishing, digital operations, or
customer support environments is preferred.

* Candidates with relevant internship or placement experience in lieu of full
work experience will be considered.

* Demonstrated ability to learn new processes and tools quickly, with evidence
of applying that learning independently.

* Strong written and verbal communication skills, with the ability to provide
clear and structured updates to team leads and stakeholders.

* High attention to detail, strong task diligence, and the ability to manage
multiple concurrent priorities within defined timelines.

* Experience working with processes, data, and documentation in an operational
or project support capacity.

REQUIRED SKILLS & COMPETENCIES

* Strong critical thinking and structured problem-solving skills, with the
ability to troubleshoot known issues independently.

* High execution discipline — consistent, accurate delivery of assigned work by
agreed deadlines with minimal supervision.

* Rapid learning agility — ability to absorb new processes, tools, and domain
knowledge quickly and apply them effectively.

* Careful adherence to standard procedures, PMO governance requirements, and
quality expectations.

* Comfort working with data, documentation, and workflow tooling in a
structured operational environment.

* Collaborative team member with strong participation in reviews, check-ins,
and cross-functional working sessions.

TOOLS & SYSTEMS

Candidates should have working knowledge of, or a demonstrated willingness to
learn, the following:

* JIRA – workflow management, task tracking, and issue logging

* Smartsheet – project tracking, reporting dashboards, and operational planning

* Microsoft Power Automate & Copilot Studio – workflow automation and
AI-enabled process improvement

* Microsoft Teams, Planner & SharePoint – collaboration, file management, and
cross-team communication

SUCCESS METRICS

Effectiveness at this level is demonstrated by:

* Consistent and accurate completion of assigned work  with SLA  with
increasing independence over time.

* Rapid learning with minimal supervision, evidenced by proactive application
of new tools and processes.

* Thoughtful and timely escalation of non-routine or ambiguous issues with
sufficient context for rapid resolution.

* High deliverable quality and careful adherence to standard procedures and
governance requirements.

* Meaningful participation in team check-ins, reviews, and retrospectives.

* Measurable reduction in manual effort and turnaround time through process or
automation contributions.

* Standardized and adopted operational workflows with clear, usable SOPs.

* Positive stakeholder feedback on clarity, responsiveness, and execution
quality.

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