Senior Help Center Content Manager - Gaming at Bpcs

Who is Blueprint? We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. What does Blueprint do? Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies. Why Blueprint? At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint. In This Role In this role, you will own the strategy, quality, and day-to-day management of a high-traffic player support help site. You will create, maintain, and optimize player-facing help content that guides users through gameplay issues, account support, technical troubleshooting, new feature releases, and launch-related updates. This role sits at the intersection of content strategy, editorial execution, support operations, and release readiness, requiring someone who can manage a large content library while ensuring information is accurate, easy to find, and helpful for players. You will work cross-functionally with release, product, support, creative, localization, and publishing stakeholders to make sure help content is ready before launch and continuously improved after release. The ideal candidate is a senior content practitioner who can think beyond individual articles and manage content systems, including taxonomy, metadata, governance, workflows, audits, analytics, and AI-ready content structures. Responsibilities • Own the full lifecycle of help site content, including creation, editing, publishing, maintenance, optimization, and retirement. • Write and maintain clear, accurate, player-friendly help articles, FAQs, troubleshooting guides, error code references, account support workflows, and support documentation. • Partner with release stakeholders to ensure patch notes, product updates, launch content, and feature changes are reflected accurately and on time. • Collaborate with support teams to identify content gaps based on player questions, ticket trends, and recurring support issues. • Maintain consistent voice, tone, formatting, and editorial standards across all help content. • Own and improve the information architecture of the help site to ensure content is logically organized and easy to navigate. • Establish and maintain tagging, taxonomy, metadata, and content structure standards that improve search, discoverability, and self-service. • Conduct regular content audits to identify outdated, redundant, inaccurate, or underperforming content and drive improvements. • Structure content to support search, automation, virtual assistant, chatbot, and AI-assisted support experiences. • Manage the content calendar and intake process for help site requests across cross-functional teams. • Define and maintain review, approval, publishing, and governance workflows. • Track and report on content performance metrics, including search effectiveness, deflection, engagement, SEO performance, and content quality. • Support localization workflows to ensure global help content is accurate, clear, and regionally appropriate. • Balance day-to-day publishing needs with longer-term improvements to content governance, discoverability, and player self-service. Required Qualifications • Experience in program management, digital content publishing, content management, writing, editing, or equivalent professional experience. • 4+ years of hands-on help center, support content, or knowledge base management experience. • Experience writing, editing, publishing, maintaining, and auditing support content at scale. • 3+ years of experience with content governance, information architecture, taxonomy, metadata, review workflows, or structured content management. • 3+ years of experience using SEO fundamentals, content performance analytics, web metrics, or support content reporting to improve content effectiveness. • Strong writing and editing skills with the ability to communicate clearly, concisely, and in a user-friendly voice. • Experience managing content calendars, intake processes, deadlines, and publishing workflows. • Ability to work cross-functionally with support, product, release, creative, localization, and operational stakeholders. • Comfort working independently, managing priorities, and driving deliverables with minimal oversight. • Strong attention to detail and ability to maintain accuracy across a high-volume content environment. Preferred Qualifications • Experience managing a help center, knowledge base, or support content platform in gaming or another fast-paced consumer environment. • Experience supporting new product, feature, game, or content launches through help site readiness. • Familiarity with help center platforms or CMS tools such as Zendesk Guide or similar systems. • Experience analyzing support trends, ticket drivers, search behavior, deflection rates, engagement metrics, or SEO performance. • Experience building or improving content governance frameworks, taxonomy standards, metadata models, and content audit processes. • Familiarity with localization workflows and global content publishing processes. • Understanding of how structured help content supports AI-assisted support, chatbots, virtual assistants, search automation, or self-service tools. • Experience working in a high-visibility, player-facing, customer-facing, or consumer support content environment. • Background in gaming, entertainment, software, digital products, or high-volume online support experiences. Salary Range At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $43.27– $45.67 per hr. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range. Equal Opportunity Employer Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [Upgrade to PRO to see contact] Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: • Medical, dental, and vision coverage • Flexible Spending Account • 401k program • Competitive PTO offerings • Parental Leave • Opportunities for professional growth and development Location : Redmond, WA