Manager, Content Management , Heavy Bulky Services

Amazon is a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of Customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.

Are you an experienced manager and content professional with a passion for Customers? Do you have the drive to deliver multiple 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 Heavy Bulky and Services team is looking for a Manager, Content Management like you to lead and manage a team of Content Developers to deliver high-quality content for our Customers and Customer Service Agents.

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 team strategy that solves those problems. And, most importantly, you have deep expertise in help and support content, including writing, production, and strategy.

In this role, you directly affect the experience for millions of Customers for the high consideration and complex 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 Managers to understand new programs and changes to existing programs to capture all needed processes that will be executed by Associates when supporting Amazon customers, and partner with partner teams and Customer Service to gather their feedback and continuously improve the knowledge base. This includes having regular meetings with direct reports, mentoring and teaching them to be successful in their roles.




Key job responsibilities
- Oversees and leads a team of Content Developers.
- Develop a deep understanding of the customer and channel strategies as well as business pain points by actively deep diving data and working with cross-functional teams.
- Create and drive content projects for their entire lifecycle from planning through post-launch measurement
- Find and execute strategies to improve content accessibility, quality, maintainability, and usability
- Identify, promote, and implement strategies to improve content development workflow and team efficiency
- Continuously interpret metrics to assess content and improve our Customer experience
- Build and leverage strong relationships with multiple stakeholders to deliver complex, global projects
- Use a combination of data analysis, user research, bench marking, and content audits to make content decisions and orchestrate content development
- Strategize and write content for complex projects impacting Customer experience
- Lead, develop and grow a team of Content Developers
- Outlines the team’s processes, educates Content team on improving content metrics and collaborates with different teams to achieve global content alignment

A day in the life
A typical day for the Content Manager begins with the reviewing new stakeholder requests, content data and ensuring content projects are on track. You oversee the content approval process, facilitating meetings with stakeholders to maintain quality and alignment. You attend meetings with the wider Content organization to keep well-informed of changes impacting Content. Collaborating with partners is crucial as you provide guidance on content strategy to ensure the best performance and overall customer experience.

You monitor performance through regular reporting, providing insights and recommendations for improvement. As the manager, you provide ongoing support and enable the team to reach their full potential and be successful.

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!

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

Basic Qualifications

- Bachelor's degree
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Strong content strategy and information architecture skills
- Working knowledge of Darwin Information Typing Architecture (DITA)
- Intermediate HTML and XML skills and experience with publishing tools

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership
- Experience with Content Management Systems (CMS)
- Experience in Localization and Translation

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.