Role Description The Manager, Business Content & Communication, is a strategic, hands-on leader responsible for building, guiding, and empowering a high-performing team dedicated to delivering exceptional content and communication for Mercury’s independent agents and the sales team. This role plays a critical part in advancing the organization’s brand voice and messaging, blending creativity, digital innovation, and operational discipline to support business objectives and empower our agency partners. - Develops and implements content strategies that engage, inform, and inspire field and agent audiences across multiple channels and touchpoints. - Ensures all content and communications are clear, compliant, and aligned with business priorities, leveraging data and digital technology to maximize impact and efficiency. - Fosters a collaborative environment, drives consistency and continuous improvement, and champions a culture of accountability, professional growth, and brand integrity within their team. - Enables scalable growth, agent empowerment, and measurable business results. Qualifications - Minimum: Bachelor’s degree in Communications, Marketing, Journalism, Business, or a related field. - Preferred: Master’s degree in Communications, Marketing, Business Administration, or a related discipline. - Minimum: 5+ years of professional experience in communications, content strategy, marketing, or a related field. - At least 2 years of experience in a leadership or people management role. - Demonstrated experience developing and executing content strategies and managing communications projects from conception through delivery. - Preferred: Experience leading teams responsible for digital content, marketing technology, and brand management. - Proven track record of driving process improvements and leveraging analytics for communication effectiveness. - Experience in the P&C insurance industry and working cross-functionally with teams such as marketing, field/sales, compliance, or IT. Requirements - Exceptional written and verbal communication skills, with the ability to craft clear, compelling, and brand-aligned messaging. - Strong leadership and team development abilities, including mentoring, motivating, and managing direct reports. - Excellent project management and organizational skills; able to manage multiple priorities and deadlines in a fast-paced environment. - Proficiency with digital content platforms, content management systems, and basic analytics tools. - Strong collaboration skills with the ability to build effective relationships with cross-functional partners and stakeholders. - Analytical mindset with the ability to use data and feedback to optimize communications and drive continuous improvement. - High level of attention to detail and commitment to quality and compliance. - Preferred: Advanced proficiency with marketing technologies, digital analytics platforms, and emerging digital content formats. - Experience implementing change management and process improvement initiatives. - Ability to translate complex business objectives into impactful communication strategies. - Creative thinking and problem-solving skills; ability to innovate and adapt in a dynamic environment. Benefits - Competitive compensation - Flexibility to work from anywhere in the United States for most positions - Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours) - Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus) - Medical, dental, vision, life, and pet insurance - 401 (k) retirement savings plan with company match - Engaging work environment - Promotional opportunities - Education assistance - Professional and personal development opportunities - Company recognition program - Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

• Technical Documentation Development: Create and maintain comprehensive claims handling documentation including standard operating procedures, workflow documentation, desk-level procedures, and other reference materials that enable adjusters to handle claims consistently and accurately across multiple lines of business and claim types. • CMS Communication Template Management: Own the complete lifecycle of communication templates within our claims management system, including creating, testing, maintaining, and optimizing templates for letters, emails, SMS messages, and other claim party touchpoints to ensure consistency, clarity, and quality across all external communications. • Cross-Functional Collaboration: Partner closely with Claim Operations, QA, Compliance, Training, and Customer Success, and Claims leadership to gather requirements from subject matter experts, validate technical accuracy, and ensure documentation and templates support operational objectives, process changes, and system enhancements. • Structured Communication: Partner closely with Claims Operations and Change Management to ensure the organization is informed of updates to technical documentation and related communications. Ensure that all databases are easily searchable and referenced for relevant stakeholders. • Continuous Improvement and Analytics: Leverage feedback from adjusters, Customer Success, and QA to identify documentation gaps, improve template effectiveness, and proactively update materials to reflect process changes, best practices, and evolving business needs.

• Own the editorial calendar and ensure quality and consistency of esports content across one or more websites. • Edit, proofread, publish, and optimize content for clarity, accuracy, tone, and structure. • Ensure all content adheres to editorial guidelines and reflects a deep understanding of esports and competitive gaming. • Maintain high QA standards before and after publication. • Ensure content accuracy and relevance across top esports titles (e.g., CS2, League of Legends, Dota 2, Valorant, Marvel Rivals, Fortnite, etc.). • Review and improve content covering tournaments, teams, players, formats, and betting-related topics. • Stay up to date with major esports developments and industry trends. • Coordinate and scale content production with freelance writers and contributors. • Brief writers clearly and provide constructive editorial feedback. • Plan and brief content for distribution channels, including social media content, video scripts and outlines, collaboration with video editors or external production partners. • Support the adaptation of long-form content into short-form and platform-specific formats. • Collaborate with SEO and marketing teams to align content with strategic goals. • Support on-page optimizations such as internal linking and content updates, with a focus on quality and user experience. • Identify opportunities to improve existing content and content formats. • Assist in developing content and SEO concepts where needed. • Communicate effectively with freelancers, internal teams, and stakeholders. • Manage tasks, timelines, and priorities related to content operations. • Contribute ideas that improve content processes, workflows, and output quality.

• Conduct in-depth research and competitive analysis of client companies, products, features, and industry trends. • Act as a Technology SME, ensuring technical accuracy and relevance in all communication strategies. • Define content strategy and planning in collaboration with internal teams. • Provide insights and recommendations based on industry movements, competitor strategies, and market innovations. • Collaborate with writers, localization, and creative production teams to ensure alignment and consistency.