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. #LI-KS1 Apply To This Job