Our mission: To be Earth's most customer-centric company.
Selling Partner Services is one of the fastest growing businesses inside Amazon, supporting over a million merchants selling on Amazon’s international marketplace. Selling Partner Support is the organization that drives the solutions that ensure sellers are successful; we build the communication tools that sellers use to receive help and drive cross-functional initiatives to improve their overall experience. The result of our work is seen in the growth of the Amazon business. We’ve had a direct impact on Amazon’s success in attracting and retaining third party sellers. Our work with sellers is paramount to Amazon’s ability to continue to offer customers the largest product selection. Selling Partner Support is looking for customer obsessed individuals who are committed to solving complex challenges that accompany growth and scale.
You will be responsible for creation and management of process documentation to be used by Seller Support Contact Center Associates, when addressing issues faced by Selling Partners in the Amazon Marketplace. Your focus will be working with Program Managers to understand new and changing Selling Partner programs so that you can capture the necessary processes for Contact Center Associates to use when assisting Selling Partners with issues related to these programs. You will transfer this process knowledge to Associates by writing crisp and efficient content, using a standardized style guide, that is the one source of truth for Selling Partner Support. You must be able to invent and simplify as the execution of these processes must minimize average handle time of the Seller contact. You must be a self-starter who is passionate about providing high-quality content, working in a technical, fast-paced environment, and innovating to update and create process and technical solutions to problems. To be successful in this role you will need proven ability to proactively gather all the necessary components to create a new document, develop the most efficient process for the Associate to follow, and communicate that process with experienced technical writing skills. A successful candidate will be resourceful, customer-focused, and team-oriented; will have an ability to work independently under time constraints to meet deadlines. Every day you will collaborate with the Change Process Management team to take in requests, clarify requirements and deliver on time products. You will master detailed publishing codes necessary to move new or changed documents into the knowledge center. You will need to seek clarity in ambiguous situations to ensure customers have the best possible experience.
- A Bachelor’s degree or higher
- 2+ years experience in program or project management
- Bachelor’s degree in related field
- 1 year of professional editing/writing experience including diagramming business processes
- Ability to concisely communicate technical information; excellent grammar and eye for details
- Experience with a localization/translation process
- Proven ability to work independently or in ambiguous circumstances
- Demonstrated success at learning and explaining business processes
Ability to prioritize and manage multiple stakeholder needs in a fast-paced environment and facilitate discussions with cross-functional teams
- Writing skills at a college level
- Demonstrated experience using a content management system (CMS)
Basic understanding of DITA architecture
- Basic understanding of HTML and XML
Familiarity with XML editors: Oxygen Author or Trisoft Xmetal
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.