web analytics

Content Strategist, Manager, D2AS Workflows

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Are you someone who cares about delivering impactful customer experiences, and wants to be involved in delivering high quality help content to enhance the experiences for customers of Amazon’s devices and digital products? Are you an experienced team manager with a passion for helping your team excel? Do you have the drive to deliver multiple projects on time, every time, with deliverables that exceed expectations? Do you thrive in a fast-moving culture where customer obsession and the ability to think on your feet are highly valued? Amazon’s Device, Digital, and Alexa Support (D2AS) team is looking for an experienced Content Strategist to deliver high-profile help content for Amazon devices and services globally.

You will be responsible for driving high-visibility complex programs that directly impact the customer experience globally. You will be seen as a thought leader and innovator within the organization.

To excel in this position, you will also be comfortable working in a fast-paced, high-energy environment. You must be used to dealing with tight deadlines and multiple stakeholders, and have a proactive approach to problem solving. You will have experience diving into data to discover pain points and developing a strategy that solves those problems.

You will have experience with questioning existing practices and implementing continuous improvement efforts. You possess excellent writing skills and will have experience in developing support content. You also need to be an excellent people manager, with a talent for developing your team.

In this role, you directly affect the experience for millions of customers for some of the most exciting products at Amazon.

Job responsibilities:
• Manage and develop a group of content developers who focus on developing customer support content for associate-facing and customer-facing platforms
• Develop and execute strategies to improve content quality, maintainability, and usability
• Identify, promote, and implement strategies to improve content development workflow and team efficiency
• Scope and deliver complex, business critical programs end-to-end
• Drive content projects for their entire lifecycle from planning through post-launch measurement
• Build and leverage effective relationships with multiple internal and external, cross-functional and remote stakeholders to deliver complex, global projects
• Continuously review content performance and customer support metrics to assess the efficacy of content and identify opportunities to improve the customer experience

Key job responsibilities

  • Overseeing Workflow/Content Development for 3 or more D2AS Product Families.
  • Ensure effective prioritization and content project planning by content developers.
  • Review and provide feedback on Content Plans.
  • Ensure timeliness and high-quality with project deliverables.
  • Ensure feedback on content issues and change requests are effectively addressed within pre-defined SLAs

About the team
The D2AS Workflows team empowers associates and customers to resolve Amazon device and digital product issues through relevant, immersive, accessibility-friendly, and dynamic content. The team develops global support content for customer-facing and associate-facing platforms.

Team Mission: Empower associates and customers to resolve their issues quickly and effortlessly by surfacing relevant information at the right time, working backwards from the root cause, designing intuitive and simple-to-use troubleshooting steps, triaging and redirecting unresolved issues to the right team for deeper investigation, and anticipating possible issues or use cases before they happen. We are receptive to feedback at all stages, are engaged with our customers and our products.

BASIC QUALIFICATIONS

  • 3+ years experience in program or project management
  • Experience using data and metrics to drive improvements
  • Experience working cross functionally with tech and non-tech teams

• 3+ years of experience guiding and implementing complex content projects
• 5+ years of experience creating and editing content with a portfolio to demonstrate it
• 2+ years of experience managing and developing a high-performing team
• Intermediate HTML and XML skills

PREFERRED QUALIFICATIONS

• Experience with content management systems (DITA-based systems preferred).
• Experience as a content strategist or information architect
• Experience creating customer service content or technical writing
• Experience developing and managing content for an international audience
• Ability to use data and metrics to back up assumptions and develop hypothesis
• Knowledge of A/B testing and measuring content performance
• Working knowledge of Agile methodology
• Proven record of managing multifaceted, global content projects with tight deadlines.

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.

To apply for the job click here

Content Strategist, Manager, D2AS Workflows

To apply for the job click here

Contact us

Amazon

Our mission: To be Earth's most customer-centric company.

Related Jobs