Omnichannel Operations & Content Expert

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description We’re hiring an Omnichannel Operations & Content Expert to ensure customers get one clear, consistent Globe experience—anytime, anywhere. In this role, you’ll own Globe’s “Single Source of Truth” for pricing, policies, and brand voice across digital, retail, and hotline channels. You’ll enable seamless channel hand-offs by training Globe Store and contact center teams on new omnichannel processes, moving frontline roles from simple issue handling to effective channel orchestration. You’ll also manage intentional onboarding content that helps customers transition from members to advocates—focusing on Globe-powered experiences, not just promos. Your work will directly reduce friction, improve confidence, and strengthen customer loyalty across the ecosystem. Key Responsibilities: Ensure a consistent brand voice and pricing/policy content across all channels. Establish a "Single Source of Truth" knowledge base to move away from fragmented channel experiences. Train Globe Store and Hotline staff on new omnichannel processes to ensure seamless integration. Manage "Intentional Onboarding" content to transition customers from "Member to Advocate". Must-Have Skills: Knowledge Management: Expertise in managing centralized content repositories used by both digital (Chatbots) and human (Hotline) channels. Change Management: Ability to guide retail/voice staff from handling simple queries to "Clear Channel Orchestration" roles. Omni-channel Operations: Experience in retail or call center operations with a focus on seamless hand-offs. Nice-to-Have Skills: Instructional Design: Skill in creating content feeds that "don't sell promos" but suggest Globe-powered experiences. Customer Advocacy Background: Experience in loyalty or community-building roles. Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.