The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiasednews in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

The AP seeks a customer communications and support specialist based in Washington, DC.

This position works as a member of AP's Editorial Support team to manage and respond to incoming editorial questions from customers, define and produce external and internal communication on technical upgrades and service disruptions, as well as working closely with editorial colleagues on promotion of AP's finest journalism including coverage plans for breaking and scheduled news events.

AP's Editorial Support team serves as a global go-to resource for multimedia editorial planning for on-the-day and future events, as well as representing the customer voice in Editorial and Business planning meetings. The team also proactively promotes exclusive content, further reinforcing our value in customer newsrooms. The team works rotating shifts and follows the sun in answering queries from around the globe.

We expect this role to evolve to include customer engagement, onboarding existing and prospective AP customers across AP's platforms and proactively growing value through a structured and measurable strategic consultancy program.

This position will work a hybrid schedule reporting to Sr. Manager, Global Customer Communications.

KEY RESPONSIBILITIES:

• Maintain solid knowledge of world affairs and AP's media customer base.

• Work as a member of AP's Editorial Support team, building sustainable relationships through open and interactive communication with customers and staff across formats and regions, to better support the needs of our customers.

• Assist Global Customer Communications team, including but not limited to the creation and sending of internal and external customer notifications and on-site messaging including AP's newly launched help site, Customer Zone.

• Attend and participate in editorial and revenue meetings to represent the voice of AP's top customers.

• Leverage existing escalation paths, communication channels and existing contacts to obtain quick answers for customers.

• Represent AP by pro-actively promoting and encouraging use of AP content and planned coverage as appropriate.

• Ensure customer calls, cases and complaints are being actioned during outages and reports are provided on an as-needed basis to measure success of identified initiatives.

• Be customer-focused and have strong commercial acumen, including an understanding of sales needs and the customer life cycle.

QUALIFICATIONS:

• Must be a self-starter who is able to organize time/priorities effectively and work with minimal direct supervision.
• Demonstrated excellence in communicating and presenting to internal/external stakeholders.
• Experience developing strategic communications. Knowledge of AP style a plus.
• Ability to balance a variety of short-term and long-term projects simultaneously.
• Multilingual skills an advantage.
• Proficiency with Microsoft Office programs. Knowledge of Salesforce and other tools an advantage.

• Flexibility in schedule and adjusting to the evolving needs of the company and media customers as the news cycle dictates.

Advanced-level professional competency in written and spoken English language is required. Authorization to work in the United States for any employer is mandatory.

We will consider strong candidates who do not meet every listed qualification. You may use a cover letter to describe the unique qualifications you would bring to this role.

Application deadline is 11:59pm EST on May 22, 2024

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability or status as a veteran. We encourage members of traditionally underrepresented communities to apply.