Echo&Co is a unique human-centered design and technology company that helps purpose-driven organizations improve their relationships with end-users. We share our talent and expertise with clients to co-create inspiring human journeys, the modern platforms to enable them, and the internal capacity to improve them over time. Our clients include: ASPCA, Greenpeace, Museum of Fine Arts Boston, Operation Smile, Newseum, Endocrine Society, BrightFocus Foundation, University of Chicago, Brennan Center for Justice, Climate Reality Project, Boston College, and others.

The Director, Content Strategy & IA is an important subject matter expert and leader at Echo&Co who helps develop an engaged, thriving, and equitable community that respects the contributions of each team member. This position is non-supervisory, though is involved with and must have experience coaching and mentoring teams. The Director, Content Strategy & IA is located in Washington, D.C. and reports to the CEO. Remote locations may be considered.

Responsibilities

  • Be a confident and innovative subject matter expert and practice leader who takes best practices from the fields of content strategy, information architecture, and user experience and applies them to the context of social, cultural, and environmental good.

  • Lead content strategy, IA, and user experience engagements with clients from kickoff to delivery, using a relational and educational approach to help clients understand their current content landscape, overcome internal challenges, and use content to improve reach and engagement.

  • Design and facilitate empathetic discovery methods and workshops to engage clients and unearth valuable insights that contribute to creative and effective solutions.

  • An approach to content and architecture work that is grounded in observation, research, analysis, and testing.

  • Be observant, empathetic, strategic, and maintain an open mindset, learning from engagements and adapting readily to the needs they present, while maintaining stability in scope and timelines.

  • Achieve more with less, using systems thinking and lean principles to guide the development of great work while conserving scope, which is particularly important when working with nonprofit clients.

  • Build strong, collaborative, honest relationships with your colleagues and clients, focusing on setting shared vision and goals, open communication and collaboration, and direct resolution of uncertainty or conflict.

  • See risk and change as opportunities to deepen the relationship and trust with clients, and readily engage teams and clients in conversations that manage expectations, lead change, and open possibilities for new collaboration.

  • Advocate passionately for the needs and wants of end-users, while also tactfully balancing organizational and technology constraints. Use user advocacy as an important tool for advancing organizational change with clients.

  • Develop content strategies, information architectures, and CMS structures, collaborating closely with the user experience, visual design, and technology teams, and document through the creation of content strategies and models, metadata and taxonomy requirements, sitemaps, CMS specifications, content governance documentation, and the like.

  • Be interested, engaged, and effective at helping clients overcome all engagement, content, and architecture challenges presented, no matter how big or small, recognizing that small challenges met well often open the door for much larger strategic engagements.

  • Present effectively both internally and to clients, carefully educating and explaining recommendations and addressing issues and concerns, to help clients make decisions.

  • Provide ongoing oversight for qualifying projects and clients to ensure best-in-class and high quality information architecture and content strategy.

  • Participate on project teams as a subject matter expert on content strategy, information architecture, and usability, collaborating closely with the project manager, software architects, and user experience designers, and creative designers.

  • Support the leadership team by reporting and advising senior management with perspectives and guidance on the content strategy and information architecture practice of the firm, including evaluation, analysis, and synthesis of program and practice performance.

  • Work with portfolio of Echo&Co clients, strategy architects, project managers, user experience designers, creative designers, software architects, technical developers, contractors, and third-party providers through all aspects of the client lifecycle.

  • Support project managers in maintaining and strengthening high-level client relationships by working with client stakeholders and leading them through decision-making and change management.

  • Be active in the user experience and content strategy fields and have an understanding of industry best practices and trends; attend seminars, conferences and workshops (as appropriate) to learn new techniques and expand knowledge to apply to practice and thought leadership within Echo&Co.

  • Develop original thought leadership in user experience, content strategy, and information architecture within the social sector to advance Echo&Co’s public standing as a leading agency and to help the practice attract new clients.

  • Adhere to internal quality assurance processes to ensure that all content practice-specific deliverables meet the firm’s standards for excellence. Collaborate with the team on developing these standards.

  • Participate in the business development process by assisting with preparing scopes and estimates, developing and reviewing proposals and statements of work, and evaluating RFPs or work orders.

Qualifications

  • 10+ years of experience as a content strategist, information architect, and/or user experience lead working within a professional services environment, working through all stages of delivery, from intake and requirements definition, through to strategy delivery, information architecture, content governance, and user experience.

  • Bachelor’s degree in English, journalism, communication, library science, human factors, or a related field. Master’s degree a plus.

  • Strong presentation, influencing, negotiation, and communication skills.

  • Success in creating and maintaining positive, rewarding client relationships and assisting client organizations in managing project and organizational change.

  • Knowledge of how to manage individual and team performance against profitability and utilization goals.

  • Strong systems thinking and technical acumen, ideally with understanding of digital content publishing architecture, development principles, and web technologies.

  • The ability to integrate content strategy and information architecture with engagement strategy, project management, interaction design, and technology disciplines.

  • Must be a dynamic team leader, strong communicator, and proactive decision-maker within a fast-paced environment with an ability to think strategically and work both collaboratively, as well as independently.

  • Be trustworthy and sincere, with a “roll up your sleeves” work style and the ability to thrive in an environment that promotes change, embraces innovation, and runs on teamwork.

  • Ability to organize and manage multiple priorities effectively and to analyze and resolve problems at both strategic and tactical (functional) levels.

  • Must have a social good orientation with an interest in working for mission-driven clients that seek to make positive change. Understanding of advocacy and engagement strategies and best practices.

  • Willingness and availability to travel occasionally for job-related activities.

Echo&Co. is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are encouraged to apply.