Account Health Support Global Content and Communication Program Manager

Job description

DESCRIPTION

Account Health Support (AHS) Global Content and Communication Program Manager (L4)

Job Description

AHS Global Content and Communication Program Manager (L4) – The AHS Global Content and Communication PM is responsible for unique on and offline brand content that includes, but is not limited to: product copy, pre-text emails (aka blurbs), standard operating procedures (SOP's) that are communicated to a broad audience, internal or external email communications, special site promotional content, and custom editorial content. They conceive, write, edit, and upload content in the ideal delivery method. They collaborate with stakeholders—which may include subject matter experts to ensure content is relevant and conveys key messages to end users (internal team members, or sellers). They maintain a content roadmap and/or publishing schedule. They own the brand style, tone, and voice in all touch points to ensure consistent stylistic messaging. They may partner with the Training/Instructional Design PM to create the ideal end user experience. The AHS Global Content and Communications PM is accountable for accurate, delivered-on-schedule content that is updated as needed either due to style changes or business need. They may manage freelancers, schedules, and budgets to ensure cost-effective and timely delivery.

Company Culture Steward:
· Understands Amazon culture around leadership principles and values.
· Demonstrates values and principles as they interact with employees and managers.
· Incorporates values and principles into content for employees and managers.

Consultant and Business Partner:
· Defines / scopes programs or deliverables – helps to engage with the business.
· Works backwards – demonstrates planning capability to execute on deliverables (manages stakeholders, and coordinates details).
· Executes needs assessments (surveys, interviews) and makes program improvements.
· Continuously improves needs assessment process.
· Focuses on the optimal experience and makes suggestions for improvement.
· Helps org to optimize on best practices.

Solution Design:
· Designs solutions and communication strategy for specific tasks.
· Collaborates on solution construction for larger projects.
· Gathers content and has the ability to turn information into a digestible for entire org.
· Is proficient in specific technologies related to the content and communication function (Wiki, Policy folders, SharePoint, Video etc.).
· Has exposure to a subset of available technologies.
· Starts design with the measurement in mind.
· Understands the appropriate use of intellectual property and adherence to IP law when designing content.

Summary of Responsibilities:
· May manage freelancer deadlines.
· Creates and copyedits content to make it consistent and accurate.
· Owns content delivery (either format or content), and works closely with AHS leadership to bring changes to fruition.
· Works with team and immediate stakeholders to understand the content need and deliver appropriate content.
· Creates page content including writing, video, or content assets.
· Creates editorial descriptions of customer-facing items or internal policies meant to be shared org-wide.

Measuring Results:
· Conducts surveys, makes improvements, and creates reports.
· Gathers and does initial analysis on deliverable impact.
· Uses appropriate judgement to balance use of and application of anecdotal data related to the success of the deliverable and is able to theme it with the other results/data.
· Data collected is internally consumed.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications:
· 2+years as a technical writer, editor, or content developer
· Exceptional written and oral communication skills in English
· Experience with technical writing
· Experience with content management tools
· Experience with translation processes and tools
· Experience managing content projects, including coordinating with other teams
· Ability to multi-task in a dynamic technical environment