Senior Program Manager, Content Research

Job description

DESCRIPTION

Amazon's Consumer Customer Service (CS) department is looking for an experienced Program Manager to lead its Content Research function. The role will report to the Senior Manager for Content Strategy.

This role will develop a deep understanding of the role of various content types in multiple evolving internal and external customer support interfaces and experiences and contribute to a data-driven strategic vision for the future that is scalable long term and will continually improve efficiency and quality in our processes for creating, maintaining, and delivering content.

This role will partner with worldwide content and knowledge management teams, CS leaders, CS product/experience teams, and other stakeholders to identify new ways of solving customer service challenges through content, process, and system changes, and identify new opportunities to leverage content to enhance the customer experience across multiple languages and platforms. This role will be data driven and will establish and own continuous improvement mechanisms, a research and experimentation practice, and own and advance an existing content analytics and data practice.

This role will drive strategic changes that directly impact the customer and associate experience. The role requires an experienced content strategist with the ability to gather and interpret data and develop, test, and communicate complex new ideas. You must be self-directed with strong attention to detail, capable of both diving deep and big picture thinking, and able to work in a dynamic environment with many constituents. You must be able to consistently challenge the status quo and tirelessly advocate for new opportunities.

PREFERRED QUALIFICATIONS

· Advanced degree or certification in a relevant field
· Experience with quantitative and qualitative UX research concepts such as card sorting, A/B testing, usability testing
· Experience with a Single Source content model
· Experience with DITA or similar content standard
· Experience in a customer service environment
· Experience in meeting/workshop facilitation

Desired profile

BASIC QUALIFICATIONS

· Bachelor’s degree (or equivalent)
· Proven content strategy, content management, and/or knowledge management experience in a large global organization
· Proven experience with content management concepts and technologies, including information architecture, multimedia, localization and translation, and content management systems
· Experience in developing content analytics, metrics, KPIs
· Experience in a multi-language publishing environment
· 3+ years experience as a people manager, including performance management, coaching, and employee development
· Demonstrated history of innovation and strategy development in the content space