OpenCities is one of the fastest growing global GovTech start-ups. Headquartered in Melbourne and San Francisco with remote workers primarily in Australia and the United States, and customers across Australia, New Zealand and North America. 
Our innovative technology is transforming how cities and governments better serve, engage and deliver online services to their community. 

This position will be part of our evolving Consulting Practice within Customer Success, reporting to the Customer Success Manager in the US. Initially, the position is focused on working with the CS team and with our customers to define their content migration strategy. This will also include overseeing the team of OpenCities Content Migration Specialists who will be doing that manual migration work. As we expand the Consulting Practice and this role, we look forward to having you work closely with our clients to help them think strategically about their content in a variety of ways, leveraging your UX or government content experience. 

 In this role, you will: 
  • Work with clients to understand their content strategy and often coach them on the creation of a content strategy. This may include: 
    • Information Architecture: Assessing the data related to current site usage, search terms applied to site, 311 or other customer service desk data, etc to understand current usage of the site, what navigation and IA is working and what is not working. IA strategy, site map, site navigation, etc. 
    • Content Migration Strategy: Work with clients on an evaluation of their current site pages, their AIM (Archive, Improve, Migrate (as is)) strategy and their use of documents and images. Coach client on creation of content migration strategy for either internal execution or for OpenCities staff to provide or assist on. With the Implementation Manager, manage activities of Content Migration Specialists as they migrate content for our clients. 
    • Digital Services transition: Assisting the clients with the creation of Digital Services pages and OpenForms (assist with recreating content from PDFs to OpenForms). 
    • Guide and coach team members and stakeholders on content strategy and effective plain-language techniques for writing for the web 
    • Identify appropriate OC content types and model exemplar pages for websites and intranets 
    • Identify content opportunities and make recommendations based on exercises such as content audits, comparative analyses, gap analyses, or site mapping 
    • Plan, write, and improve navigational labels, UX content, web page content, and training materials, according to content standards. 
    • Assist with creation of workflows based on the needs of stakeholders and department staff 
    • Develop and maintain appropriate voice for produced content 
  • Research govt best practices for Content and UX, and incorporate those into our work (services as well as feedback to product team) 
  • Work openly and collaboratively with a multi-disciplinary team to effectively implement content recommendations. 
  • Aid in the improvement of the Content Migration process by communicating suggestions and ideas back to the larger Customer Success team and product teams. 
  • Be an ongoing advocate for the customer within OpenCities, and for OpenCities within the customer organization 


  • Location:
    San Francisco
    You can work from anywhere in the US or Canada
  • This job is remote friendly.
  • Salary:
  • Deadline:


Minimum qualifications

  • 3 – 5 years years of professional experience in delivery of content strategy, including but not limited to content inventories and audits, plain language writing, voice and tone guidelines, metadata and search strategies, information architecture, content templates, and governance models.
  • Experience with local government clients, ideally with local government websites 
  • Experience with content management systems. 
  • A respect and appreciation for local government and a commitment to doing the hard work that’s necessary to improve local government websites 

Preferred qualifications

  • Conversant in user experience (UX) design best practices. 
  • Experience analyzing and participating in qualitative user research 
  • Knowledge of web standards and best practices related to accessibility, usability, and writing for the web