Amazon's Customer Service (CS) department is looking for an experienced Program Manager and content strategist to manage transformative programs worldwide. The role is responsible for the successful delivery of customer service content programs and projects using project management best practices, in close collaboration with business and technology partners. The successful candidate will be a content strategy expert who has experience leading a multilingual content development/strategy team. You will be a change agent and relationship builder leading a team in delivering strategic programs.


Job Duties
The role works alongside the Research function to ensure customer-facing and internal support content is authored and maintained in line with global style, quality, reuse, localization, and accessibility standards. The data-driven decisions you make will impact over 100,000 CS associates and millions of customers annually. You will lead your team in the rollout and adoption of new content authoring tools and standards worldwide, and influence the Content Strategy team’s planning and goals.

You have exceptional verbal and written communication skills, and an ability to communicate at all levels in the organization, to technical, business, and executive stakeholders. You are comfortable driving changes that are future-focused and disruptive, negotiating with key business partners throughout the world to gain alignment on project planning, and managing end-to-end project execution. You have demonstrated analytical and quantitative skills, and an ability to use data to back up ideas, make recommendations, and develop business cases. You enjoy a fast-paced, multi-tasking, multi-cultural environment.

Key Responsibilities
· Influence content creation, lifecycle management, and reuse strategy for Amazon Consumer Retail CS in collaboration with global teams
· Lead and develop a team of content strategists, project managers, and tools specialists in designing and delivering strategic programs and projects
· Using project management methodology, plan, scope, and deliver projects on time, within budget, and to a high standard, ensuring they meet the requirements of the business
· Contribute to advancing content authoring standards and best practices, and develop sustainable processes to implement them; seek opportunities to simplify and automate
· Help develop effective user feedback channels and identify opportunities to improve the customer, associate, and author experience; partner with technical teams to drive improvements
· Ensure communications, change management, and training are part of each program; support team in developing operation/sustainment plans
· Work with global partner teams to align priorities and content development processes
This role will split time between people and program management. Team members and colleagues are located across US and European sites, so working via online collaboration is critical.

BASIC QUALIFICATIONS

· BS degree in communications, journalism, or related discipline
· 3+ years experience supporting a multi-language, multi-cultural content publishing environment
· 3+ years experience managing a team
· 5+ years experience leading projects/programs using project management best practices
· Experience developing and delivering strategic content initiatives
· Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

· Master’s degree in related discipline
· Project management certification
· Experience with SDL Tridion and/or other content management systems (CMS)
· Experience with large and complex global business environments
· Experience in a customer service environment
· HTML and XML skills