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Amazon Knowledge Manager, AWS Support in Seattle, Washington

Description

Join AWS and lead a talented team of technical writers and editors in developing and maintaining high-quality support content that empowers millions of users worldwide. As the AWS Knowledge Manager, you'll drive the entire knowledge management lifecycle – from strategic planning and content production to dissemination and continuous improvement. Your leadership will ensure that our support resources are clear, actionable, and tailored to meet the diverse needs of our customers, directly contributing to their success and the growth of AWS. This role offers the opportunity to make a significant impact on our global customer base while fostering a culture of collaboration and innovation.

  • Lead and mentor a team of technical writers and editors

  • Develop and implement comprehensive knowledge management strategies

  • Ensure content accuracy and accessibility across multiple products and customer segments

  • Collaborate with cross-functional teams to gather insights and feedback

  • Continuously evaluate and improve knowledge management processes and tools

Key job responsibilities

You will lead the development and implementation of the self service knowledge management lifecycle, ensuring the quality and accessibility of support resources for AWS customers and internal support teams. Your role will involve strategic planning, producing, disseminating, assessing, and maintaining knowledge resources across multiple products and customer segments.

  • Develop and Implement Knowledge Strategies: Design and implement comprehensive knowledge management strategies and content roadmaps that align with AWS's business objectives. Ensure that knowledge resources are easily accessible and up-to-date.

  • Content Management: Oversee and participate in the creation, curation, and maintenance of knowledge content, including articles, FAQs, and documentation. Ensure content accuracy and relevance.

  • Team Leadership: Manage and mentor a team of technical writers and editors, fostering a culture of excellence, collaboration, and continuous improvement.

  • Collaboration: Work closely with cross-functional teams, including engineering, product management, and AWS support, to gather insights and incorporate feedback into knowledge resources.

  • Process Improvement: Continuously evaluate and improve knowledge management processes and tools. Implement best practices and innovative solutions to enhance knowledge delivery and user experience.

  • Training and Support: Provide training and support to internal teams on knowledge management tools and practices. Promote a culture of knowledge sharing and continuous improvement.

  • Metrics and Reporting: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives. Use data-driven insights to make informed decisions and drive improvements.

A day in the life

Our success at AWS hinges on providing unparalleled support to our diverse customer base. The content that guides our customers through their journeys with AWS services is critical. You will lead a team of talented technical writers and editors, ensuring that the content is clear, actionable, and tailored to meet the varied needs of different customer segments. Your leadership will be crucial in developing strategic content initiatives that enhance user engagement and satisfaction. Without your expertise in managing high-quality content, our customers would not have the resources they need to succeed. Your work will empower millions of users to solve complex problems, and directly contribute to the success of AWS customers.

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

  • Bachelor’s degree in Information Management, Library Science, Business, or have equivalent professional or military experience.

  • 6+ years of experience in knowledge management, technical writing, or a related field.

  • Demonstrated project management experience

  • Proficiency in using content management systems (CMS) or knowledge management tools.

  • Writing, editing, and proofreading experience

Preferred Qualifications

  • You hold a Master’s degree or advanced professional degree.

  • You have experience with AWS services and cloud technologies.

  • You are familiar with customer support processes and tools.

  • Your analytical skills are strong, and you can interpret data and generate actionable insights.

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 $128,200/year in our lowest geographic market up to $212,000/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.

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