Job Description

Apprentice – CSDD Content Operations Team

The Apprentice – CSDD Content Operations supports the day-to-day execution of content operations activities within the Content and Strategy Digital Delivery (CSDD) team. Working under the close direction of supervisors and Advanced Associates, the role focuses on completing clearly defined, repeatable tasks with accuracy, consistency, and a commitment to quality.

This role is designed for individuals who are building their foundational skills in content operations, demonstrating reliability, attention to detail, and a willingness to learn. The Apprentice follows established standard operating procedures (SOPs), maintains accurate records, and escalates issues promptly within defined channels.

The ideal candidate has up to 0-1 years of relevant experience or equivalent internship exposure. Prior experience in content production, publishing, digital operations, or administrative support environments is an advantage.

Key Responsibilities

Content Operations Execution

Execute assigned content operations tasks accurately and within agreed timelines, following established SOPs and guidance from supervisors. Maintain focus on task accuracy and completion, provide timely status updates, and support the wider team during key delivery periods such as releases or pilots.

Process Documentation & Record Keeping

Follow documented workflows and standard operating procedures for content operations activities. Maintain accurate records in SharePoint or designated repositories in line with PMO governance standards. Assist in updating Job Aids and process documentation as directed.

Tooling & Tracker Maintenance

Maintain operational workflows and trackers in JIRA, Smartsheet, or equivalent tools to ensure task progress and delivery status are accurate and up to date. Report known tooling issues promptly to supervisors or Advanced Associates for resolution.

Issue Identification & Escalation

Identify routine issues during task execution and escalate promptly to supervisors or Advanced Associates with sufficient context for rapid resolution. Apply consistent judgement in distinguishing expected operational variation from non-routine situations.

Stakeholder Communication

Communicate task status and workflow updates clearly and consistently to immediate supervisors. Participate constructively in team check-ins and reviews.

Qualifications & Experience

• Bachelor's degree in any discipline.
• Candidates with relevant internship or placement experience will be considered.
• Prior exposure to content production, publishing, digital operations, or administrative support environments is preferred.
• Demonstrated ability to follow processes and instructions carefully and consistently.
• Strong written and verbal communication skills, with the ability to provide clear and structured updates to supervisors.
• High attention to detail, task diligence, and the ability to manage concurrent priorities within defined timelines.

Required Skills & Competencies

• Reliable execution : consistent, accurate delivery of assigned work by agreed deadlines with supervisor guidance.
• Attention to detail : careful adherence to standard procedures, governance requirements, and quality expectations.
• Learning orientation : willingness to absorb new processes, tools, and domain knowledge quickly and apply them as directed.
• Comfort working with data, documentation, and workflow tooling in a structured operational environment.
• Team player with a positive, collaborative approach to reviews, check-ins, and cross-functional working sessions.
• Clear and timely communication of task status and issues to supervisors.

Tools & Systems

Candidates should have working knowledge of, or a demonstrated willingness to learn, the following:

• JIRA – task tracking, workflow management, and issue logging
• Smartsheet – project tracking, operational trackers, and reporting
• Microsoft Teams, Planner & SharePoint – collaboration, file management, and cross-team communication

Success Metrics

Effectiveness at this level is demonstrated by:

• Consistent and accurate completion of assigned tasks within SLA, following established SOPs.
• Low error rate and minimal rework on standard operational tasks.
• Timely and appropriately contextualised escalation of issues to supervisors or Advanced Associates.
• Positive feedback from supervisors on reliability, responsiveness, and attention to detail.
• Maintained and accurate tracker records across assigned operational workflows.
• Constructive participation in team check-ins, reviews, and retrospectives.

This role sits within the Content and Strategy Digital Delivery (CSDD) team and reports into the Content Operations Team Supervisor. It works closely with Advanced Associates across all three functional groups and the PMO and Business Support function.