DESCRIPTION

Amazon’s Device, Digital, and Alexa Support Customer Service department is looking for an experienced Senior Content Strategy Manager to lead the development, delivery, and continuous improvement of its support content strategy. We are looking for an innovator who can lead a large, complex organization to deliver best-in-class, global support content. In this role, you directly shape the help experience for millions of customers for some of the most exciting products at Amazon.

You should be an experienced senior team manager with a passion for helping your team excel, ideally familiar with managing content authors or technical writers. You must be comfortable, as a self-starter, with demonstrable curiosity, in a fast-paced, high-energy and ambiguous 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 digging into data to discover pain points and developing broad content strategy that solves those problems, creating a best in class user experience. And you should have deep expertise in creating standards, tooling solutions, and visions for content portfolios and systems. Above all, you should be passionate about helping customers and creating elegant and efficient help content. You should be an expert in content development processes to make help pages and internal associate support, for global audiences.

Amazon’s Device, Digital, and Alexa Support Customer Service department is looking for an experienced Senior Content Strategy Manager to lead the development, delivery, and continuous improvement of its content strategy. We are looking for an innovator who can lead a large, complex organization to deliver best-in-class, global content. In this role, you directly shape the help experience for millions of customers for some of the most exciting products at Amazon.

You should be an experienced senior team manager with a passion for helping your team excel. You must be comfortable, as a self-starter, with demonstrable curiosity, in a fast-paced, high-energy and ambiguous 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 digging into data to discover pain points and developing broad content strategy that solves those problems, creating a best in class user experience. And you should have deep expertise in creating standards, tooling solutions, and visions for content portfolios and systems.

BASIC QUALIFICATIONS

· Bachelor’s degree (or equivalent)
· Extensive content management experience with the ability to drive execution of a broad content portfolio from planning through post-launch measurement
· Manage and develop a group of information architects, data analysts, and content strategists who develop the infrastructure and standards across multiple teams
· Develop and evangelize strategies to improve content quality, maintainability, and usability and get agreement from stakeholders to execute against these strategies
· Experience in a multi-language authoring, translating/localization and publishing environment,
· Identify, promote, and implement strategies to improve content development workflow and team efficiency
· Build and leverage strong relationships with multiple stakeholders to deliver complex, global projects
· Demonstrable people management skills incl. i.e., performance management, coaching, resource management, employee development, including experience managing people managers.
· Continuously develop, monitor, and interpret metrics to assess content and improve our customer experience across teams
· Use knowledge of trends in content experience to drive innovation throughout the content portfolio

BASIC QUALIFICATIONS
· 7+ years of experience managing and developing a high-performing team
· 7+ years of experience managing a portfolio of multifaceted, global content projects with tight deadlines (Agile methodology preferred)
· 5+ years of experience establishing content quality standards and strategy for single-source content management systems (DITA-based systems preferred)
· Proven results driving innovation and initiatives across a large content set
· Comfortable questioning existing practices and implementing continuous improvement efforts
· Working knowledge of A/B testing and measuring content performance through experimentation
· Proven history of using web analytics and measuring success using key performance indicators
· Experience optimizing content sets and tools for search and discoverability (SEO)
 

PREFERRED QUALIFICATIONS

· Experience leading content at scale, preferably at a technology organization known for superior content experiences
· Experience benchmarking content experience against key competitors
· History of creating, configuring, or managing content tools
· Experience as a content strategist or information architect
· Product management experience and treating help pages as a product

Amazon.com is an Equal Opportunity Employer – Minority/Women/Disability/Veteran/Gender Identity/Sexual Orientation/Age