Job Description
Amazon Ads operates at the intersection of advertising and ecommerce and offers advertisers a rich array of innovative advertising solutions across Amazon?s mobile and desktop websites, and beyond. We believe that advertising, when done well, can enhance the customer experience and generate a positive return on investment for our advertising partners, who are at the heart of what we do.
The Support Products & Services team is seeking a curious, growth-minded, and results-oriented Content Strategist to implement and execute standardization and optimization of core process documentation used by customer service associates and AI-driven solutions to support our global advertisers. In this role you will plan, create, maintain, and deliver high quality documentation for any support case by providing standard operating procedures and communication templates. You will also identify and own continuous improvement projects, and support product launches and changes, with a focus on speed and accuracy of resolution. 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.
Key job responsibilities
Drive content projects for their entire lifecycle from planning through post-launch measurement.
Create highly effective English support content for all marketplaces.
Use a combination of data analysis, contact analysis, and content audits to make content decisions and deliver quality content.
Execute strategies to improve content quality, maintainability, and usability.
Facilitate agreement from Product, Legal, and Public Relations business partners.
Facilitate the localization and translation of associate content.
Code and publish content in all languages.
Monitor content performance and make targeted improvements.
Perform scheduled audits to ensure accuracy and completeness.
Identify opportunities to improve content documentation strategy.
Improve content development workflow and team processes to increase efficiency and/or quality
Build effective relationships with multiple internal and external, and cross-functional stakeholders to deliver complex, global projects
About the team
The Support Products & Services (SP&S) team?s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.
Basic Qualifications
Experience using data and metrics to drive improvements
Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
Bachelor's degree in Business Administration, Operations Management, or a related field
4+ years of experience in program management, process improvement, or related roles, preferably in a customer support environment.
Working knowledge of process optimization methodologies such as Lean, Six Sigma, or Agile, with a focus on human-centered design principles.
Demonstrated analytical and problem-solving skills
Preferred Qualifications
Experience with or exposure to advertising business processes
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $70,900/year in our lowest geographic market up to $151,700/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.
The Support Products & Services team is seeking a curious, growth-minded, and results-oriented Content Strategist to implement and execute standardization and optimization of core process documentation used by customer service associates and AI-driven solutions to support our global advertisers. In this role you will plan, create, maintain, and deliver high quality documentation for any support case by providing standard operating procedures and communication templates. You will also identify and own continuous improvement projects, and support product launches and changes, with a focus on speed and accuracy of resolution. 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.
Key job responsibilities
Drive content projects for their entire lifecycle from planning through post-launch measurement.
Create highly effective English support content for all marketplaces.
Use a combination of data analysis, contact analysis, and content audits to make content decisions and deliver quality content.
Execute strategies to improve content quality, maintainability, and usability.
Facilitate agreement from Product, Legal, and Public Relations business partners.
Facilitate the localization and translation of associate content.
Code and publish content in all languages.
Monitor content performance and make targeted improvements.
Perform scheduled audits to ensure accuracy and completeness.
Identify opportunities to improve content documentation strategy.
Improve content development workflow and team processes to increase efficiency and/or quality
Build effective relationships with multiple internal and external, and cross-functional stakeholders to deliver complex, global projects
About the team
The Support Products & Services (SP&S) team?s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.
Basic Qualifications
Experience using data and metrics to drive improvements
Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
Bachelor's degree in Business Administration, Operations Management, or a related field
4+ years of experience in program management, process improvement, or related roles, preferably in a customer support environment.
Working knowledge of process optimization methodologies such as Lean, Six Sigma, or Agile, with a focus on human-centered design principles.
Demonstrated analytical and problem-solving skills
Preferred Qualifications
Experience with or exposure to advertising business processes
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $70,900/year in our lowest geographic market up to $151,700/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.
Key skill Required
- Customer Service
- Content development
- Customer Support
- Data Analysis
- Advertising
- Analysis
- Business Administration
- Business Opportunity
- Communication
- Customer Experience
- Design
- Development
- Documentation
- Effectiveness
- Facilitate
- Human-Centered Design
- Inclusive
- Macros
- Maintainability
- Management
- Onboarding
- Operations Management
- Optimization
- Orientation
- Process Documentation
- Process Improvement
- Process Optimization
- Program Management
- Public Relations
- Quality Documentation
- Return on Investment
- Six Sigma
- Standardization
- Strategy
- Usability
- Workflow
- Writing
