Content Strategist

Overview Build. Scale. Sustain.PALO IT is a global technology consultancy that crafts tech as a force for good. We design, develop and scale digital and sustainable products and services to unlock value across the triple bottom line: people, planet, profit. We do the right thing, and we do it right. We're proud to be a World Economic Forum New Champion, and a B Corp-certified company.We are small enough to care locally, big enough to deliver globally (5 continents, 18 offices, +650 experts from +50 nationalities)We are robust and resilient (100% independent and 0 debt)We are entrepreneurs and passionate experts: We invest in what we believe genuinely and work as a collective intelligenceWe are positive, courageous, caring, doers and committed to excellenceYour Role As aLead Content Ops & Conversational AI , you will define and scale the Content Operations practice, transforming content into a strategic, reusable, and AI-powered infrastructure across all customer touchpoints.Define and implement the Content Ops model, including governance, voice & tone frameworks, and content standardsDesign and scale omnichannel conversational systems (chatbots, voice, messaging, email, in-product experiences)Build and manage modular, reusable conversational flows aligned with user journeys and business goalsEstablish semantic QA frameworks to ensure consistency, accuracy, and brand alignment across channelsDesign and optimize end-to-end content workflows, integrating Product, Marketing, CX, and EngineeringDefine and manage tooling architecture, including conversational platforms and content automation toolsLeverage AI/NLP and LLMs to design, generate, and optimize conversational experiencesTrain, fine-tune, and evaluate language models and conversational systemsIntegrate platforms such as Voiceflow, Dialogflow, Rasa, ChatGPT, Braze, Twilio, SendgridDefine and track OKRs and KPIs, including comprehension rates, resolution rates, engagement, and conversionDrive content personalization and automation strategies at scaleAct as a strategic bridge between Product, Marketing, Data, and Engineering teamsInfluence stakeholders and scale adoption of Content Ops practices across the organizationWho You AreProven experience in Content Ops, Conversational Design, or CX/UX Writing at scaleStrong experience designing conversational experiences across multiple channelsHands-on experience with NLP, LLMs, or AI-driven content systemsExperience with conversational tools such as Voiceflow, Dialogflow, Rasa, or similarFamiliarity with CRM/engagement platforms (Braze, Twilio, Sendgrid)Strong understanding of content lifecycle, governance, and modular content systemsExperience defining voice & tone systems and content guidelinesSoft SkillsStrong strategic communication and storytelling mindsetHigh level of empathy and user-centric thinkingAbility to facilitate cross-functional collaborationStrong systems thinking applied to content ecosystemsComfortable making decisions in complex and ambiguous environmentsMore About PALO IT We're eager to adapt to change, learn from our experiences and move to meet our planet's urgent needs. We are continuously taking action to:Become a climate net-zero companyDeliver projects with a positive impactTrain 100% of our workforce on impactAchieve B Corp certification across all officesContinuously measure & improve employee happinessWhat We OfferUnique career pathInternational mobilityInternal R&D projectsKnowledge sharingPersonalized trainingEntrepreneurship & intrapreneurship#J-18808-Ljbffr