Description

The ITS Content team is seeking a curious, self-motivated, and experienced program manager to help us refine content through data tracking and content monitoring. An ideal candidate will want to be part of a team that continually thinks about ways to craft content that more effectively enables Amazon employees to resolve their own IT issues. In this role, you’ll support the IT content team by owing strategic programs designed to leverage data to improve content at scale.

We’re looking for a candidate who can exercise high editorial judgment in communicating across a large global org. We’re looking for a strong program manager to own and scale a content-monitoring program that improves our ability to inform our customers, Amazon employees, about Amazon IT products and services. In this role, you’ll collaborate with internal stakeholders to create strategies that best support our colleagues, as well as measure the effectiveness of customer-facing content and devise strategies for ongoing improvement. You will work with internal stakeholders and teams to understand their content and engagement needs, develop detailed proposals, and manage the completion of plans for the IT Services content team.

This role is for you if you are a strong communicator with program management skills and experience. The work will be 50% editorial and 50% project management. You are comfortable taking initiative, operating at a global scale, understanding cultural and local preferences, and working across teams in an agile environment. You work well with peers who are level-headed, top-notch performers who insist on high standards, advocate passionately for customers, and proactively take the lead when necessary.

Key job responsibilities

• Optimize Amazon’s internal IT knowledge base content through deep dives and data analysis

• Manage content requests from stakeholders

• Consult with stakeholders to define business objectives and deploy a set of actionable and targeted testing plans across multiple customer segments

• Identify emerging content topics and develop proactive plans with stakeholders

• Develop and execute a broad content portfolio program from planning through post-launch measurement.

• Create and evangelize strategies to measure and improve content quality, maintainability, and usability and get agreement from stakeholders to execute against these strategies

• Gain support for recommended programs using strong written, verbal, and visual communication skills.

• Collaborate with customers at all levels to gather requirements, define objectives & deliver results.

• Build and maintain documentation deliverables, dashboards, and communication materials for portfolio programs.

• Present and lead conversations about projects, issues, solutions, and strategy to leadership and stakeholders.

• Host and/or facilitate sessions to deeply understand the impacts of system or process changes and aggregate feedback across verticals and global teams.

• Prioritize effectively and communicate clearly across all levels of the organization.

• Deploy metrics to track progress against program metrics, report monthly on progress, and define annual goals.

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• 5+ years editing and/or content creation experience Verbal communication, project management, and organization skills

• Bachelors Degree in English, Marketing, Journalism, Communications or related field

• Experience copywriting and editing documents and managing content/editorial calendars

• Demonstrated program management skills with experience in influencing others outside of direct line of reporting, and advocating on behalf of the customer

• Demonstrated ability to use data and metrics to back up assumptions, recommendations and drive actions

• Demonstrated ability to manage multiple, competing priorities simultaneously

• • Demonstrated ability to navigate ambiguous situations, identify and solve for blockers with minimal guidance, know how to influence, build cross-organizational partnerships

• • Experience in managing content testing
• • Have flexibility with changing programs and processes
• • Understanding of the capabilities and constraints of a CRM and CMS application coupled with good understanding of business processes (Support Operations, Sales, Marketing, etc.)

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 $104,100/year in our lowest geographic market up to $185,000/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.