Content Program Manager

Job description

DESCRIPTION

Would you like to join a team focused on producing timely, relevant, usable, and action-oriented content for the Amazon Web Services (AWS) field? Do you have a passion for helping sellers serve their customers, a strong understanding of content management, and a desire to drive speed, quality, and scale? This program management position is for content on the field enablement portal, which supports the AWS field (Sellers, Account Managers, Solutions Architects). As part of the Enablement, Training, and Communications organization, our team supports key Knowledge Management (KM) and Seller Journey initiatives, driving awareness and alignment of top-line priorities and supporting field onboarding.

We are looking for an experienced Program Manager to own a portfolio of content programs aligned to our content development initiatives. The role involves partnering with field teams to prioritize content needs, and collaborating with subject matter experts and writers to develop and publish the content. The breadth of content programs spans many areas: communications, stakeholder management, content analytics, governance, self-service content creation, and training (for field content contributors). Program management of these initiatives requires successful collaboration across cross-functional teams, including Technical Content, Product Marketing Management, Specialized Sales, Go-to-Field Enablement, Operations, and Training & Certification. For each initiative in their portfolio, the Program Manager will define the strategy, provide guidance, plan the implementation, measure success, and communicate results.

The ideal candidate shows serious obsession for customers, and works backwards to understand their needs. They have broad experience working on global, cross-functional content programs, and they have the experience needed to present and lead conversations about project issues, solutions, and strategy to leadership and stakeholders. This person also has demonstrated leadership in delivering results in an ambiguous and rapidly changing environment.

Key Responsibilities:
· Responsible for the Content Intake mechanism on Wisdom, driving our prioritization model, complying with our service-level agreements (SLAs), performing fault slip-through for SLA deviations, and accelerating time-to-resolution (TTR) rates.
· Triage content requests according to the field’s needs, with the aim of delivering content to our sellers that’s relevant, timely, accurate, and actionable.
· Continuously improve the overall workflow for onboarding content.
· Gain support for recommended programs using strong written, verbal, and visual communication skills.
· Partner with the Platform team to define business rules and required functionality, and contribute to the development of our KM platform.
· Collaborate with field members at all levels to gather requirements, aggregate feedback, and set objectives.
· Represent portfolio programs to stakeholders and AWS leadership, including supporting global and embedded enablement teams.
· Contribute to content authoring and publishing efforts by supporting the technical writers across vertical areas and teams.
· Partner with your program sponsors to define program strategy and key performance indicators for our field-facing activities.
· Find and analyze data, identify trends, and create actionable insights that help content intake teams make customer-focused decisions.
· Build and maintain documentation deliverables, dashboards and communication materials for portfolio programs.
· Work with the field community to find opportunities to introduce new initiatives aligned with organizational strategy to improve sellers’ efficiency and effectiveness.

Other preferred locations: Seattle, WA/ Dallas, TX/ Boston, MA/ Arlington, VA/ Vancouver Canada/ or other Virtual locations in the US where Amazon has a presence will be considered.

PREFERRED QUALIFICATIONS

· 3+ years of Program Management / Project Management / Content Management experience for large or global programs.
· Demonstrated ability to understand and discuss cloud technologies and support a technical audience, preferably with an understanding of AWS products, solutions, and services.
· Experience owning and implementing programs related to content strategy; for example, governance, self-service content creation, or personalization.
· High attention to detail including precise and effective stakeholder communications and ability to manage multiple, competing priorities simultaneously.
· Able to navigate ambiguous situations, identify and solve for blockers with minimal guidance, and build cross-organizational partnerships.
· Great program management skills with experience in influencing others outside of direct line of reporting, and advocating on behalf of the customer.
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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Desired profile

BASIC QUALIFICATIONS

· Bachelors Degree in English, Marketing, Communications, Journalism, or a related field.
· Program ownership examples from start to finish and delivering successful results.
· Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, make recommendations, and drive actions.
· Experience owning and implementing process across multiple business lines.
· Superior written and verbal communication skills.