Manager - Content Strategy
Amazon.com
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.
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.
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