Content Program Manager, Amazon Autos

Are you an experienced content professional with a passion for Customers? Do you have the drive to deliver multiple content projects on time, every time, with deliverables that exceed audience expectations? Do you thrive in a fast-moving culture where Customer obsession and the ability to think on your feet are highly valued? If so, then Amazon's Autos is looking for Content Developer like you to reduce effort of our Customers and front-line Customer Service Associates globally by delivering high-quality help content.

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 and internal stakeholders, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points and developing content strategy that solves those problems. And, most importantly, you have deep expertise in support content, including writing, production, and strategy.

In this role, you directly affect the experience for millions of Customers for the high consideration autos products sold at Amazon. You will work on the creation and management of process documentation for support Associates that help Customers address issues. You will work with Program and Product Managers to understand new programs and changes to new and existing programs to capture all needed processes that will be executed by Associates when supporting Amazon customers, and partner with support teams to gather their feedback and continuously improve the knowledge base.

Key job responsibilities

• \tDrive content projects for their entire lifecycle from planning through post-launch measurement

• \tFind and execute strategies to improve. content accessibility, quality, maintainability, and usability.

• \tIdentify, promote, and implement strategies to improve content development workflow and team efficiency.

• \tContinuously interpret metrics to assess content and improve our Customer experience.

• \tBuild and leverage strong relationships with multiple stakeholders to deliver complex projects.

• Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development.

• Strategize and write content for complex projects impacting Customer experience.

BASIC QUALIFICATIONS

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience

- 3+ years of driving process improvements experience

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience building processes, project management, and schedules

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/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.

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