Customer Comms Content & Governance Specialist 1

Engagement Overview

Words matter most when things go wrong. This contract role sits at the intersection of customer empathy, operational precision, and brand stewardship — and it’s one of the most impactful communications jobs in travel right now. Our confidential airline partner is building a new customer messaging platform for operational disruption communications (IROP), and they’re looking for two strategic, detail-oriented content specialists to help shape how the airline talks to customers during delays, cancellations, rebooking, and other high-stakes moments.

If you’re a writer who loves making complex situations feel simple and human — and you thrive in cross-functional, fast-moving environments — this one’s for you.

Engagement Type: Contract / Freelance

Headcount: 2 Rosies

Duration: 6 Months, starting ASAP, with potential to extend

Hours/Week: 40

Hourly Rate: $43

Location: Candidates MUST be in Atlanta and willing to be in the office at the ATL airport 2-3 days per week

Experience Level: Mid-Level (2–5 Years)

What You’ll Own

Content Development

• Write, edit, and maintain customer-facing message templates for operational disruptions — delays, cancellations, rebooking, baggage issues, and more.
• Tailor messages for different operational scenarios, customer segments, and channels (SMS, email, app push notifications, etc.).
• Ensure all content reflects the airline’s brand voice and strikes the right balance of empathy, clarity, and actionable information.

Governance & Quality Control

• Own the governance process for disruption communications, including content approval workflows, version control, and periodic content reviews.
• Develop and maintain content standards, messaging frameworks, tone guidelines, and escalation procedures.
• Conduct regular audits of message performance and quality, recommending improvements based on data and stakeholder feedback.

Cross-Functional Collaboration

• Work closely with Operations Control, Airports, Digital Product, Customer Experience, and Service Recovery teams to ensure aligned, accurate, and timely messaging.
• Partner with Legal and Corporate Communications to ensure compliance with regulatory requirements and brand standards.
• Train internal teams on message best practices and governance processes, building capability that lasts beyond the engagement.

Required

• 2–5 years of experience in content writing, UX writing, communications, or a related field.
• Strong writing and editing skills with a genuinely customer-centric mindset — you write for the person reading, not the person approving.
• Ability to translate complex, fast-moving operational situations into simple, clear, and empathetic messages.
• High attention to detail and strong organizational skills; you can manage multiple content streams without dropping a thread.
• Experience working cross-functionally in fast-paced, high-stakes environments.

Nice to Have

• Experience in aviation, transportation, travel, or emergency communications.
• Familiarity with message automation platforms, content management systems, or workflow tools.
• Knowledge of customer experience principles and/or crisis communication best practices.
• Comfort working with data and using performance insights to sharpen communication strategy.

We Are Rosie provides strategic consulting and talent solutions for the marketing industry. We partner with more than 200 of the world’s biggest brands and agencies to help them solve unique marketing challenges with the best people, swiftly and at scale. Founded by former advertising executive Stephanie Nadi Olson in 2018, We Are Rosie is on a mission to redefine how marketing works, with an inclusive, human-centric approach that’s better for business and better for marketers. Our company has been recognized as an industry trailblazer and earned many accolades, including being named to the 2023 Global Top 100 Inspiring Workplaces, the Inc. 5000 2022, and Adweek’s Fastest Growing Agencies in 2021.
 

We Are Rosie is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, marital status, or any other status protected under federal, state, or local law.