Manager - Content Strategy Job at Amazon in Nashville

Job ID: 2887925 | Amazon.com Services LLC

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

1. Lead and mentor a team of Content Strategists/Developers, encouraging critical thinking and innovation.
2. Possess strong writing and storytelling abilities to effectively communicate with diverse audiences.
3. Demonstrate a deep understanding of Amazon's device and digital product portfolio, translating technical features into compelling user stories.
4. Multitask, prioritize, and meet tight deadlines in a fast-paced environment.
5. Excellent communication skills, including writing, presentation, and interpersonal abilities to engage and influence internal and external stakeholders.
6. Creative thinker with a passion for innovation, developing unique content strategies that drive measurable results.
7. Work autonomously to identify, investigate, and solve problems as they arise.
8. Handle ambiguity, clarify scope, and make data-driven decisions.
9. 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.

BASIC QUALIFICATIONS

1. Bachelor's degree
2. 5+ years of working cross functionally with tech and non-tech teams experience
3. 3+ years of team management experience
4. Experience defining program requirements and using data and metrics to determine improvements
5. Experience with HTML, XML, DITA, or Content Management Systems (CMS)

PREFERRED QUALIFICATIONS

1. Experience managing, analyzing and communicating results to senior leadership
2. Master's degree
3. Experience with six sigma methodologies
4. 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.

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