Mid Level Customer Experience Agent Jobs

INTRODUCTION

We create possibilities that move life and commerce forward. Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you’ve come to the right place.

ROLE AND RESPONSIBILITIES

Content Development

- Design, write, and edit learning materials such as instructor-led training guides, eLearning scripts, user guides, and quick reference materials
- Translate complex product features and workflows into clear, task-based instructional content
- Develop structured documentation that supports both learning and performance, including system overviews, process documentation, and job aids
- Maintain consistent voice, tone, and formatting across learning and technical content
- Use AI tools to draft, refine, and adapt content, including course scripts, narration, and video outlines, to accelerate development and maintain consistency
- Create and edit short-form instructional videos or tutorials using AI-assisted video tools, including voiceover, captioning, and visual enhancements

Collaboration and Information Gathering

- Partner with product managers, engineers, and subject matter experts to ensure accuracy and completeness of content
- Collaborate with instructional designers and trainers to align documentation with learning outcomes and training delivery
- Participate in content reviews and apply feedback to continuously improve clarity and usability

Instructional and Technical Quality

- Apply adult learning principles, plain language standards, and UX writing best practices
- Ensure documentation and training materials are accurate, concise, and aligned with product updates
- Manage version control and ensure content is current across multiple releases and delivery formats
- Evaluate opportunities to responsibly integrate AI tools into content creation workflows while ensuring quality, compliance, and brand alignment

Tools and Systems

- Work within documentation and content management systems such as Confluence, MadCap Flare, Markdown, or SharePoint
- Develop or update eLearning content using authoring tools such as Articulate 360 or Camtasia
- Use graphics or screenshots to enhance comprehension and usability
- Leverage AI platforms for content ideation, drafting, transcription, video generation, and accessibility enhancements

BASIC QUALIFICATIONS

- Bachelor’s degree in Instructional Design, Technical Communication, English, or a related field
- 3+ years of experience in instructional design, technical writing, or a blended learning content role
- Strong writing, editing, and content structuring skills for both instructional and technical materials
- Demonstrated ability to understand complex technical concepts and explain them clearly for non-technical audiences
- Experience collaborating with cross-functional teams, including product, engineering, and training teams
- Familiarity with learning management systems and documentation standards
- Proficiency with authoring, video, and AI content generation tools
- Ability to manage multiple priorities in a fast-paced environment

PREFERRED QUALIFICATIONS

The ideal candidate is part teacher, part translator, and part technical communicator. They are equally comfortable designing a course, structuring a process guide, or producing an AI-assisted video walkthrough. They balance precision and creativity, leveraging AI responsibly to streamline development while ensuring every piece of content is clear, accurate, and engaging.

COMMITMENT TO DIVERSITY AND INCLUSION

At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteer opportunities, your true self is always welcome here. Our team members’ backgrounds, experiences and perspectives add to us as a whole and make us unique.

We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been completed.