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Contextual Content Lead at Employment Hero. Who we are. Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution. . Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees. . The EH Way. At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.  . We are Mission First. - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission. We are Remote First. - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy . We are AI First . - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale. We are Apolitical . - we do not take a position on political or social topics, unless it relates to our Mission. We Live by Our Values . - we role model our values 100% of the time. We Expect High Performance. - we set a high standard and we’re not satisfied with being average. This role . The Contextual Content Lead is responsible for leading the strategy, design, and delivery of Employment Hero’s contextual and AI-powered content experiences. This role plays a critical part in our transformation from static help content to dynamic, in-product guidance and automated support using GenAI and Agentic AI workflows.. By managing a high-performing team of content and conversational designers, this role ensures our customers receive timely, relevant support within the product experience—improving self-service engagement, reducing support costs, and enhancing customer satisfaction.. Your key focus areas will be. Contextual Content Strategy & Execution. . Define and deliver the AI content strategy that supports customer needs through GenAI and Agentic AI experiences across key markets (currently AU, NZ, UK, CA).. . Lead the development and maintenance of in-product helpers, embedded content, and AI-ready knowledge architecture.. . Ensure all content is optimised for delivery through self-service and AI channels, maintaining consistency, accessibility, and brand tone.. . AI Conversations & Workflows. . Oversee the creation and refinement of AI-powered customer support conversations and workflows.. . Lead the rollout of frameworks, policies, and governance for bot training, AI testing, and hallucination management.. . Continuously improve GenAI/Agentic AI performance through data insights and experimentation.. . Customer Experience & Content Optimisation. . Collaborate with Product to align content experiences with customer journeys and in-platform touchpoints.. . Monitor content performance, using analytics and customer behavior data to improve effectiveness and automation.. . Establish key metrics including self-service ratio, containment rate, ticket deflection, and customer effort score.. . Team Leadership. . Manage and develop a team of content designers and conversational designers, fostering a collaborative, customer-centric culture.. . Set performance expectations, provide feedback, and lead continuous improvement across all content delivery workflows.. . Create clear prioritisation frameworks to ensure the most impactful work is delivered.. . Self-Service Performance Metrics. Increase the customer self-service ratio by improving the accessibility and effectiveness of AI-powered content.. . Achieve measurable reductions in support ticket volume through high-quality contextual content and workflows.. . Improve containment rate of AI interactions (GenAI and Agentic AI) to meet or exceed defined performance benchmarks.. . Customer Experience Outcomes. . Deliver a demonstrable improvement in customer effort scores (CES) and satisfaction (CSAT) related to help and support content.. . Ensure AI-driven support experiences consistently meet usability, accuracy, and resolution quality targets.. . Drive measurable improvements in content engagement rates (e.g., in-product helper usage, click-throughs, completion rates).. . Content Governance & Operational Efficiency. . Ensure all customer-facing content meets internal SLAs for accuracy, accessibility, localisation, and review cadence.. . Implement and maintain version control and audit frameworks for content lifecycle governance.. . Increase speed-to-publish of content updates and new content assets through automation and tooling improvements.. . AI Content Quality & Innovation. . Establish and meet KPIs related to the quality and reliability of AI-generated conversations (e.g., reduced hallucination rate, user success rate).. . Track and report on AI performance improvements driven by content refinement, metadata structuring, and experimentation.. Deliver new AI content features and workflows on time and aligned to roadmap milestones.. . Team Performance & Development. . Meet defined performance and engagement targets for direct reports, including retention, productivity, and quality outputs.. . Develop and maintain clear role expectations, growth plans, and succession pipelines for the content and conversational design team.. . Maintain a high eNPS or equivalent team engagement score, indicating a strong culture of collaboration and clarity.. . Strategic Execution. . Deliver key milestones on the contextual content roadmap in alignment with business priorities and product releases.. . Successfully lead cross-functional initiatives that support long-term automation, AI enablement, and content scalability goals.. . Report regularly to stakeholders on progress against strategic goals, operational KPIs, and customer impact metrics.. . Who you are . To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring. . . NLP/NLU Expertise. - Understanding of dialogue systems, entity recognition, intent classification, and bot training.. . . AI Governance. - Strategies for managing hallucinations and optimising generative models for accuracy and reliability.. . . Content Design & UX. - Experience designing contextual content in intuitive, user-friendly formats across digital interfaces.. . . Information Architecture. - Structuring knowledge for discoverability and AI consumption.. . . Experimentation. - Skilled in A/B testing, content effectiveness experiments, and iterative improvement.. . . . Leadership & Strategic Thinking. -. . Vision-driven leadership with the ability to drive innovation and performance.. . Cross-functional influence and collaboration across technical and non-technical teams.. . Strong analytical and communication skills with a data-informed mindset.. . Demonstrated growth mindset and adaptability in fast-changing environments.. . What we can offer. At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means. . You will work remotely, with the flexibility to own your time and impact. . You will access cutting-edge tools to amplify your work, knowledge and outputs . . You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life. . You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies . . You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities . . At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here . employmenthero.com/legals/applicant-policy/. Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.. Company Location: Australia.