Sr. Manager , Global Content Experience, Amazon Business Customer Service
Job summaryAre you passionate about creating revolutionary content experiences? Are you an experienced leader managing global, centralized and multifunctional organizations? Do you thrive while creating from the ground up teams, vision, and long-term plans? This role is for you!The Content Experience is a critical leader within the Amazon Business Knowledge organization, a team of 35
members across the world.
Within Knowledge, we include Content Experience, Learning Experience, Translation and Localization, and Content Tools and Systems.
Key job responsibilities As the Sr.
Manager you will lead the Content Experience function, which made out of 7 Content Developers across the world, supporting 9 regions and 14 core languages.
The Content Experience team supports two core areas:
1) Release to market:
The Content Experience team is a critical component for any new product, feature or services that is about to launch for our Amazon Business customers.
Before we consider a product ready to be launch, we ensure our associates and customers have the supporting information they need to self-serve or to troubleshoot customer's needs.
2) Content strategy and continuous improvement:
the content experience team restlessly challenge the status quo and seek to reduce time and effort for our customers.
The team has established quality audits through Acrolinx, we review regularly content performance and seek opportunities to improve.
We have several programs to continuously keep our content, fresh, accurate and useful.
But there is still so much more we can do!As the leader of this function, you will be accountable for Director and workstreams of VP level goals, critical for the Amazon Business Customer Service organization.
You will advocate for the Knowledge team vision and will lead your team through it.
You will be a key contributor of our strategy plans.
A day in the lifeWe are looking for a leader who displays an uncompromising passion for reducing user effort and improving the effectiveness of our content; someone passionate and enthusiast with strong leadership skills.
A thought leader who builds partnerships and influence in a cross-functional environment with a cutting-edge vision.
Capable of identify opportunities and influence organizations to gain support and ensure adoption with data and persuasion.
The Content Experience Manager is a problem solver with the ability to communicate expectations and requirements, and write well-reasoned and data-driven proposals.
As a people manager, you will lead a team of 7 extremely talented Content Developer and Snr Content Developers across multiple regions (US, EU, IN, and JP).
While we have presence in all the regions, our Content Developers are global source authors and are country and language agnostic.
They use our localization tools and processes to publish content globally in all regions and languages.
As the Content Experience Manager, you will partner with other content leaders across the organization as well as with Content Tools and Systems PMs and Information Architect.
You will work closely with Technology and Product owners on new and upcoming products that will open up new ways of integrating content into our customers' journey.
In the Knowledge organization we are very invested in creating multicultural, diverse, and inclusive environments.
We organize engagement activities and try to have fun.
We celebrate failure as the best way to push us further.
About the teamAmazon Business is one of Amazon's fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes.
We are obsessed with our customers and in Customer Service, we make their experience delightful.
We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation and we love to innovate.
We're making history and the good news is that we've only just begun!.
Estimated Salary: $20 to $28 per hour based on qualifications.
members across the world.
Within Knowledge, we include Content Experience, Learning Experience, Translation and Localization, and Content Tools and Systems.
Key job responsibilities As the Sr.
Manager you will lead the Content Experience function, which made out of 7 Content Developers across the world, supporting 9 regions and 14 core languages.
The Content Experience team supports two core areas:
1) Release to market:
The Content Experience team is a critical component for any new product, feature or services that is about to launch for our Amazon Business customers.
Before we consider a product ready to be launch, we ensure our associates and customers have the supporting information they need to self-serve or to troubleshoot customer's needs.
2) Content strategy and continuous improvement:
the content experience team restlessly challenge the status quo and seek to reduce time and effort for our customers.
The team has established quality audits through Acrolinx, we review regularly content performance and seek opportunities to improve.
We have several programs to continuously keep our content, fresh, accurate and useful.
But there is still so much more we can do!As the leader of this function, you will be accountable for Director and workstreams of VP level goals, critical for the Amazon Business Customer Service organization.
You will advocate for the Knowledge team vision and will lead your team through it.
You will be a key contributor of our strategy plans.
A day in the lifeWe are looking for a leader who displays an uncompromising passion for reducing user effort and improving the effectiveness of our content; someone passionate and enthusiast with strong leadership skills.
A thought leader who builds partnerships and influence in a cross-functional environment with a cutting-edge vision.
Capable of identify opportunities and influence organizations to gain support and ensure adoption with data and persuasion.
The Content Experience Manager is a problem solver with the ability to communicate expectations and requirements, and write well-reasoned and data-driven proposals.
As a people manager, you will lead a team of 7 extremely talented Content Developer and Snr Content Developers across multiple regions (US, EU, IN, and JP).
While we have presence in all the regions, our Content Developers are global source authors and are country and language agnostic.
They use our localization tools and processes to publish content globally in all regions and languages.
As the Content Experience Manager, you will partner with other content leaders across the organization as well as with Content Tools and Systems PMs and Information Architect.
You will work closely with Technology and Product owners on new and upcoming products that will open up new ways of integrating content into our customers' journey.
In the Knowledge organization we are very invested in creating multicultural, diverse, and inclusive environments.
We organize engagement activities and try to have fun.
We celebrate failure as the best way to push us further.
About the teamAmazon Business is one of Amazon's fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes.
We are obsessed with our customers and in Customer Service, we make their experience delightful.
We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation and we love to innovate.
We're making history and the good news is that we've only just begun!.
Estimated Salary: $20 to $28 per hour based on qualifications.
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