Documentation Specialist

Company: Dolly Inc.
Location: Seattle
Posted on: February 22, 2021

Job Description:

Dolly was created to reimagine the big and bulky item delivery experience by putting the customer in control and optimizing for convenience and safety at an affordable price. We deliver millions of items and are the leading on-demand delivery service trusted by retailers like Best Buy, Costco, Crate & Barrel, Big Lots!, and many more.Headquartered in Seattle, Dolly is currently operating in 35+ markets and will soon be everywhere nationwide. We're passionate about creating a customer-centric brand that brings customers back time and time again. Our team is ambitious and humble, with innovation at the core of everything we do.About The RoleDolly, the leading on-demand delivery service is seeking a self motivated, curious, and creative communications and change management specialist to support the ongoing operations as we scale. This is a new role at Dolly and will be a great opportunity for a motivated, results driven communications professional to be a true stakeholder and have direct input into the day to day of your role as you own all things "documentation" (non-technical) at Dolly.What You'll Do* Crafting external facing (customer/driver) messaging used by our live operations team* Drive team efficiency through improvement of existing processes and creating new ones in order to respond and adapt to the changing needs of the business * Creating and maintaining training materials and internal facing knowledge base articles* facilitating and continuing to improve a change management process in order to make sure that new feature roll outs, SOP changes, and any other is in place for new feature roll-outs, SOP changes, (including things like changes to our SOPs, feature roll-outs, and new service area launches) * Monitor internal company communications (including internal communications tools such as Slack) and connect people to resources, escalate questions, comments or concerns * Assist in developing and facilitating trainings, including but not limited to: new agent training, on-boarding, and feature roll-outsDesired Qualifications:* Experienced, confident, and creative writer ready to take on new challenges* Experience in developing and creating communications plans including internal and external-facing documentation* Experience with project management* Ability to create and improve existing systems and processes * Extremely dependable, punctual, and manage your time well.* Good attention to detail and critical thinking* High level of comfort and familiarity with smartphone applications.* Ability to multi-task and switch into different modes during the workday/week* Experience with Zendesk is a plus* Experience working with remote and/or international teams is a plusAbout Us:Dolly is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, family or parental status, or Veteran status.Powered by JazzHRiK45dnfD6H

Keywords: Dolly Inc., Seattle , Documentation Specialist, Other , Seattle, Washington