Manager - Content Strategy Job at Amazon in Seattle

Description

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s devices and digital products? Then we're looking for you!

We are seeking an experienced Manager, Content Strategy to join the Device, Digital and Alexa Support (D2AS) Team. You will be seen as a thought leader and innovator within the organization; defining the global content strategy for a knowledge repository accessed by millions of external Amazon customers and thousands of internal technical support agents. You will manage a team of Content Strategist and Developers, that scope, author, localize, publish and audit content spanning multiple mediums for relevance and accuracy.

To excel in this position, you will be comfortable in a fast-paced, high-energy environment. You must be used to dealing with tight deadlines, engaging with peers across a matrix-based organization, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points, and a track record defining holistic scalable solutions, to mitigate and address them. Most importantly, you’ll have deep expertise developing and maintaining help and support content, including writing, production, and strategy.

Key job responsibilities

• Lead and mentor a team of Content Strategists/Developers, encouraging critical thinking and innovation.

• Possess strong writing and storytelling abilities to effectively communicate with diverse audiences.

• Demonstrate a deep understanding of Amazon's device and digital product portfolio, translating technical features into compelling user stories.

• Multitask, prioritize, and meet tight deadlines in a fast-paced environment.

• Excellent communication skills, including writing, presentation, and interpersonal abilities to engage and influence internal and external stakeholders.

• Creative thinker with a passion for innovation, developing unique content strategies that drive measurable results.

• Work autonomously to identify, investigate, and solve problems as they arise.

• Handle ambiguity, clarify scope, and make data-driven decisions.

• Ensure high-quality outputs and deliverables from internal and external teams.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.

Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.

Basic Qualifications

• Bachelor's degree

• 5+ years of working cross functionally with tech and non-tech teams experience

• 3+ years of team management experience

• Experience defining program requirements and using data and metrics to determine improvements

• Experience with HTML, XML, DITA, or Content Management Systems (CMS)

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership

• Master's degree

• Experience with six sigma methodologies

• Background in Customer Service / Technical Support operations.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.