• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies. • Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner. • Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products. • Respond to potential customers via public responses, chat, email, direct messages, and app store review sections. • Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team. • Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines. • Maintain regular communication with your manager to address questions, resolve issues, and provide updates. • Addresses public and private customer care issues across social. • Contributing to consistent quality across shifts (tone, accuracy, decision-making)

• Kontinuierliche Optimierung und Pflege unserer bestehenden webbasierten Anwendungen mit Blick auf Usability und Einheitlichkeit • Unterstützung bei der Erstellung von Landingpages, Contentseiten und Übersetzungen mit Text & Bild • Testing und Qualitätssicherung von Webinhalten und Produktlaunches • Unterstützung bei der Vorbereitung von Produktlaunches im Bereich Content, Projekt- und Produktpflege • Planung und Umsetzung von Projekten, z.B. neue Features, Optimierungen in Zusammenarbeit mit unserem Team

Role Description Home Grown, a fiscally sponsored project of the Health Federation of Philadelphia, is a national collaborative dedicated to creating a more inclusive child care system that values and supports home-based child care (HBCC), including care provided by family, friends, and neighbors (FFN). Guided by core values such as community-centered approaches, collective action, and innovation, the organization prioritizes uplifting care providers and families, fostering provider-led networks, and building scalable solutions. We are seeking a Narrative Content Manager, a skilled professional who leads and manages Home Grown's storytelling, writing, and provider voice work. This role owns the full arc of narrative content: - Building relationships with providers and conducting interviews - Writing and editing across formats - Directing the work of consultant writers - Ensuring that Home Grown's communications consistently reflect the experiences, expertise, and perspectives of the people closest to this work The Narrative Content Manager will advance Home Grown's mission by creating content that effectively communicates critical issues to various audiences, such as providers, policy partners, advocates, and the broader field, in ways that inform and influence. A core part of that work is translating provider voice and field insights into policy-relevant narrative and written products that connect lived experience to policy priorities and support Home Grown’s ability to influence policy on behalf of home-based child care providers. This position leads the production of a range of materials, including newsletters, blogs, policy briefs, one-pagers, and op-eds. The role involves building relationships with providers and translating their experiences into clear, compelling communications, including policy-facing content. It also generates the written and narrative content that fuels Home Grown’s digital presence, and coordinates with the Digital and Social Media Content Manager on story ideas, format, and distribution. The Narrative Content Manager brings exceptional writing, facilitation, relationship management, and interviewing skills, cultural and linguistic sensitivity, and the ability to capture diverse provider experiences in compelling, informative, and influential ways. Qualifications - Bachelor’s degree or equivalent experience in journalism, communications, public relations, marketing, English or a related field - 5 or more years of professional experience in writing, content development, communications, or policy writing, with a portfolio that demonstrates range, quality, and consistent output across formats - Demonstrated ability to write policy-facing content, including position statements, op-eds, and policy briefs, grounded in evidence and accessible to many audiences - Experience representing an organization externally across diverse stakeholder groups - Experience translating provider voice, interview material, or community-sourced insight into written work that informs, persuades, or moves audiences to action - Demonstrated experience conducting interviews and translating conversations into compelling, accurate content across formats - Strong relationship management skills, including the ability to build and sustain trust with providers, partners, and key sources over time - Facilitation skills, including the ability to hold structured group conversations, navigate difficult dynamics, manage conflict, and create values-based spaces that center provider voice and do no harm - Bilingual proficiency in Spanish (written and spoken) preferred, with demonstrated ability to ensure quality and consistency across English and Spanish content - Experience providing editorial direction and holding others accountable to quality standards - Strong editorial judgment to know what a piece needs, when a format serves the story, and when work is ready to publish - Working knowledge of early childhood policy, home-based child care, or adjacent fields strongly preferred - Familiarity with digital communications tools such as Mailchimp, Canva, and Meltwater, or similar platforms - Demonstrated ability to work independently with significant ownership over a body of work, while also contributing to a collaborative team Requirements - Own the monthly newsletter from planning through distribution, including at least one original blog post per issue, and curating relevant content and materials from the field - Produce approximately 2-3 blog posts per month and at least one policy-facing written product per month, such as an op-ed, policy position statement, or policy brief - Write across formats, including policy briefs, one-pagers, and summaries tied to events and convenings - Translate provider stories, story bank materials, and Insight Panel findings into policy position statements, op-eds, policy briefs, and other written products that represent Home Grown’s perspective and support its policy influence - Shape written outputs from convenings, including summaries, policy recommendation write-ups, and policy-facing briefs that synthesize what was learned and position Home Grown's perspective for external audiences - Collaborate with Director and team to set and maintain the editorial calendar as a strategic planning tool, connecting content to organizational priorities, field moments, policy developments, and provider insights - Ensure all content reflects Home Grown's voice, values, and communications style guide expectations across formats and languages - Direct and manage consultant writers, including determining scope, setting expectations, providing editorial direction, and holding contributors accountable to Home Grown’s quality and style standards - Stay informed about policy developments relevant to home-based child care and apply that awareness to content planning and policy writing priorities - When able, ensure alignment between English and Spanish content, including appropriate terminology, tone, and cultural framing - Own Home Grown's story bank: the central repository for provider interviews, transcripts, recordings, quotes, photos, and related materials - Conduct at least two provider interviews per month, managing all aspects of the process including scheduling, consent, coordination, and relationship handoff once a provider has been identified by a colleague - Make decisions about when to outsource interviews based on capacity and context, and manage external interviewers accordingly - Ensure the story bank is organized, current, and actively used to inform both content and policy writing across teams - Manage ongoing relationships with providers, policymakers, field partners and key sources with the consistency and care that sustains trust over time - Serve as a front-line representative of Home Grown with external stakeholders, exercising the judgment to do so in ways consistent with organizational values and positions - Lead and facilitate the monthly provider Insight Panel, a structured recurring conversation designed to surface experiences, priorities, and perspectives and ensure findings inform content development and policy writing - Facilitate with attention to group dynamics, power, and values while creating conditions where providers feel heard, respected, and able to contribute fully, including across language backgrounds - Translate panel discussions into content and policy strategy inputs, and share relevant themes across the team - Lead content strategy for relevant events and convenings, including determining what outputs are needed, identifying and coordinating interview opportunities, and ensuring each gathering produces usable written material - Serve as the primary author and content owner for Home Grown's written materials, generating source content that the broader team adapts, formats, and distributes - Partner with the Digital and Social Media Content Manager and Director of Narrative Strategy to align content with organizational communications strategies and distribution plans - Advise internal and external partners on approaches to assure alignment with Home Grown brand standards and narrative aims - Identify when a piece of content would be strengthened by a graphic, video, or other format, and communicate that clearly so colleagues can execute production - Coordinate timing on content releases with the broader narrative and Home Grown team - Use tools such as Mailchimp and Meltwater to support communications planning and content tracking - Contribute to a collaborative team environment grounded in trust, respect, and shared purpose - Uphold Home Grown's commitment to centering the experiences and perspectives of home-based child care providers in all aspects of the work - Approach storytelling, facilitation, and communications with cultural humility, sensitivity, and care - Model Home Grown's values in how the work gets done, including how provider voice is centered, how feedback is given and received, and how the team shows up in external spaces - Demonstrate reliability, flexibility, and accountability in carrying out responsibilities and working with colleagues Benefits - Medical with vision benefits - Dental insurance - Flexible spending accounts - Life with AD&D insurance - Short- and long-term disability insurance - 403(b) Retirement Plan, with a company contribution - Paid time off including vacation, sick, personal and holiday - Employee Assistance Program

• Work with the existing internal team on catalog uploads. • Load content submitted by clients for distribution to digital service providers around the world. • Educate clients on how to use our content management system when issues and/or errors arise. • Ensure full understanding of the Symphonic style guide, as well as partner guides. • Resolve content-specific issues via Help Desk and/or email and occasionally assist in meetings with clients. • Perform manual checking and submission of album covers, proper genres, etc. • Suggest solutions directly to a client if a product malfunctions, working with the Client Relations team members. • Report any findings from Digital Service Providers to the Manager, Content Onboarding. • Develop innovative approaches and ideas and present them in a manner that gets the attention of others.