Content Strategist
PALO IT, Palo Alto, CA, United States
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 intelligence
We are positive, courageous, caring, doers and committed to excellence
Your Role As a
Lead 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 standards
Design 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 goals
Establish semantic QA frameworks to ensure consistency, accuracy, and brand alignment across channels
Design and optimize end-to-end content workflows, integrating Product, Marketing, CX, and Engineering
Define and manage tooling architecture, including conversational platforms and content automation tools
Leverage AI/NLP and LLMs to design, generate, and optimize conversational experiences
Train, fine-tune, and evaluate language models and conversational systems
Integrate platforms such as Voiceflow, Dialogflow, Rasa, ChatGPT, Braze, Twilio, Sendgrid
Define and track OKRs and KPIs, including comprehension rates, resolution rates, engagement, and conversion
Drive content personalization and automation strategies at scale
Act as a strategic bridge between Product, Marketing, Data, and Engineering teams
Influence stakeholders and scale adoption of Content Ops practices across the organization
Who You Are
Proven experience in Content Ops, Conversational Design, or CX/UX Writing at scale
Strong experience designing conversational experiences across multiple channels
Hands-on experience with NLP, LLMs, or AI-driven content systems
Experience with conversational tools such as Voiceflow, Dialogflow, Rasa, or similar
Familiarity with CRM/engagement platforms (Braze, Twilio, Sendgrid)
Strong understanding of content lifecycle, governance, and modular content systems
Experience defining voice & tone systems and content guidelines
Soft Skills
Strong strategic communication and storytelling mindset
High level of empathy and user-centric thinking
Ability to facilitate cross-functional collaboration
Strong systems thinking applied to content ecosystems
Comfortable making decisions in complex and ambiguous environments
More 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 company
Deliver projects with a positive impact
Train 100% of our workforce on impact
Achieve B Corp certification across all offices
Continuously measure & improve employee happiness
What We Offer
Unique career path
International mobility
Internal R&D projects
Knowledge sharing
Personalized training
Entrepreneurship & intrapreneurship
#J-18808-Ljbffr
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 intelligence
We are positive, courageous, caring, doers and committed to excellence
Your Role As a
Lead 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 standards
Design 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 goals
Establish semantic QA frameworks to ensure consistency, accuracy, and brand alignment across channels
Design and optimize end-to-end content workflows, integrating Product, Marketing, CX, and Engineering
Define and manage tooling architecture, including conversational platforms and content automation tools
Leverage AI/NLP and LLMs to design, generate, and optimize conversational experiences
Train, fine-tune, and evaluate language models and conversational systems
Integrate platforms such as Voiceflow, Dialogflow, Rasa, ChatGPT, Braze, Twilio, Sendgrid
Define and track OKRs and KPIs, including comprehension rates, resolution rates, engagement, and conversion
Drive content personalization and automation strategies at scale
Act as a strategic bridge between Product, Marketing, Data, and Engineering teams
Influence stakeholders and scale adoption of Content Ops practices across the organization
Who You Are
Proven experience in Content Ops, Conversational Design, or CX/UX Writing at scale
Strong experience designing conversational experiences across multiple channels
Hands-on experience with NLP, LLMs, or AI-driven content systems
Experience with conversational tools such as Voiceflow, Dialogflow, Rasa, or similar
Familiarity with CRM/engagement platforms (Braze, Twilio, Sendgrid)
Strong understanding of content lifecycle, governance, and modular content systems
Experience defining voice & tone systems and content guidelines
Soft Skills
Strong strategic communication and storytelling mindset
High level of empathy and user-centric thinking
Ability to facilitate cross-functional collaboration
Strong systems thinking applied to content ecosystems
Comfortable making decisions in complex and ambiguous environments
More 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 company
Deliver projects with a positive impact
Train 100% of our workforce on impact
Achieve B Corp certification across all offices
Continuously measure & improve employee happiness
What We Offer
Unique career path
International mobility
Internal R&D projects
Knowledge sharing
Personalized training
Entrepreneurship & intrapreneurship
#J-18808-Ljbffr