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Description

Open to locations in Charleston, SC or Seattle, WA

Company Overview

In Books, authors are at the heart of what we do. It is that simple. We offer a team environment that thrives on innovation and excellence, and our staff is talented, energetic, and passionate about creating an exceptional customer experience. If you want to work for a team who delights customers, solves problems, and is at the forefront of innovation, the Content Strategist role is the job for you!

Position Overview

The Amazon Books Training Launch Content (TLC) team is seeking a Content Strategist who shows strong ownership and enjoys developing content strategies and resources (SOPs and customer-facing content), that improves both the support team and external customer experience. The role will be part of a global organization that will work cross functionality with operations, program managers, product, and other support teams, across multiple lines of business (Kindle Direct Publishing, Kindle Enterprise Publishing, and Author Central).

Key job responsibilities

In this role you will plan, create, maintain, and deliver high quality documentation for continuous improvement projects, and product launches and changes, with a focus on self-service strategies (contact deflection) and first-contact resolution (customer satisfaction). As a Content Strategist in our team, you will work with stakeholders to gather requirements for your content plans, use sound business judgment to make quick decisions in ambiguous situations, and effectively prioritize competing projects. To be successful, you will evaluate the effectiveness of your content using engagement metrics and verbatim feedback. You will possess excellent writing skills and experience in developing support content that is easily digestible, and efficient processes.

Working independently on multiple content projects, the Content Strategist will:

• Define customer and employee use cases and processes for new or changing products, tools, policies or business launches

• Drive content projects for their entire lifecycle from scoping through post-launch measurement

• Use a combination of data analysis, contact analysis, and content audits to make content and process decisions and deliver quality content

• Develop and execute strategies to improve content quality, maintainability, and usability

• Define, manage, and communicate content effectiveness metrics

• Evangelize internal content writing standards that reflect the voice of Books

• Train new content developers in how to write customer-facing content

• Build effective relationships with multiple internal and external, and cross-functional stakeholders to deliver complex, global projects

Basic Qualifications

• 3+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

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

• Bachelor's degree in technical writing, English or related field, or comparable job experience

Preferred Qualifications

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

• Experience implementing repeatable processes and driving automation or standardization

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

• Experience defining and improving SOPs and customer-facing content in a business environment

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.