Summary

The Vice President of Content Strategy is responsible for defining and executing the enterprise-wide content strategy that enables a high-performing Global Service Desk and related technology support organizations. This role provides strategic and operational leadership over the Global Service Desk training function, ensuring that learning programs, knowledge content, and enablement materials are aligned to business outcomes, customer experience goals, and operational excellence.

This leader will oversee the full lifecycle of content and training-from strategy and design through delivery, measurement, and continuous improvement-while managing and developing a team of 10 or more professionals across content strategy, instructional design, and training delivery.

Job Description
Content Strategy & Governance

• Define and own the enterprise content strategy supporting the Global Service Desk and associated technology support teams.
• Establish content standards, governance models, and best practices for training materials, knowledge articles, and enablement content.
• Partner with Technology, Operations, and Experience leaders to ensure content aligns with service models, tooling, and customer needs.
• Drive consistency, quality, and scalability across all training and support content globally.

Training Development & Delivery

• Provide executive oversight for the Global Service Desk training department, including onboarding, continuous learning, role-based curricula, and leadership development.
• Ensure the design and delivery of effective training programs across multiple modalities, including instructor-led, virtual, e-learning, and on-demand formats.
• Oversee curriculum development that supports first-contact resolution, operational efficiency, automation adoption, and customer satisfaction.
• Establish measurement frameworks to assess training effectiveness, skill progression, and business impact.
• Champion continuous improvement by leveraging performance data, feedback, and operational trends to evolve training and content offerings.

People & Organizational Leadership

• Lead, mentor, and develop a high-performing team of 10+ professionals, including content strategists, instructional designers, trainers, and program managers.
• Build an inclusive, collaborative culture focused on accountability, innovation, and professional growth.
• Set clear goals, performance expectations, and development plans for direct and indirect reports.
• Manage departmental planning, resourcing, and prioritization to meet both short-term and long-term organizational needs.

Cross Functional Collaboration

• Act as a strategic partner to Global Service Desk leadership, Product teams, Change Management, and Technology stakeholders.
• Support transformation initiatives such as process optimization, tool modernization, and increased self-service and automation.
• Communicate strategy, progress, and outcomes effectively to executive leadership and key stakeholders.

Required Skills & Qualifications
Leadership & Strategy

• Proven experience leading content strategy, learning organizations, or enablement functions at a senior or executive level.
• Demonstrated ability to manage and scale teams of 10 or more people across multiple disciplines.
• Strong strategic thinking skills with the ability to translate vision into executable plans and measurable outcomes.
   

Training & Content Expertise

• Deep experience in training program design, instructional methodology, and adult learning principles.
• Expertise in developing and delivering training for service desks, call centers, or technology support organizations.
• Experience with knowledge management systems, learning management systems (LMS), and digital content platforms.
   

Communication & Influence

• Exceptional written and verbal communication skills, with the ability to influence at all levels of the organization.
• Comfortable presenting to senior executives and facilitating alignment across diverse stakeholder groups.

Operational & Analytical Skills

• Strong analytical mindset with experience using metrics to evaluate training effectiveness and drive improvement.
• Ability to manage multiple priorities in a fast-paced, global environment.
   

Education & Experience

• Bachelor's degree required; advanced degree in Education, Business, Technology, or a related field preferred.
• Experience in large, global, or enterprise environments strongly preferred.
• Experience in technology services or financial services environments is a plus.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 years.  Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There’s also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices​ into your browser.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.  Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.