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Job Description
- Lead the analysis, design, development, implementation, and evaluation of content programs to support Amazon India business.
- Develop content performance support solutions that optimize performance and promote adherence to Amazon Communication Guidelines and Standards.
- Assist in the development of standardized content management processes, procedures, and strategies.
- Advocate for the Customer Service associates’ needs during new initiative project planning. Partner with multiple stakeholders across functions to propose and advocate for effective customer-centered solutions and to build comfort, confidence and competence among associates in resolving customer issues
- Identify opportunities for content efficiency and automation and working cross-functionally to implement them
- Serve as a stakeholder on content and messaging across all businesses producing, sourcing and curating content that inspires our customers
- Key to success in this role is the ability to understand what messages are most relevant and how to deliver content in the most engaging manner
Job Requirements
- Experienced Program manager with 5+ years of experience managing complex projects with aggressive schedules
- Proven ability to build and manage high-performance teams using metrics and data to drive decision making
- Experience in cross team collaboration, working across an organization as an effective program manager
- Manage and communicate effectively with stakeholders across teams to convey status of projects and deliberate on deadlines
- Experience with Content Management tools and technologies in a DITA environment. The ideal candidate will have experience with multiple content management technologies
- Technical ability in using HTML, XML and Excel, plus the ability to learn in-house tools quickly
- Proven ability to build and manage high-performance teams using metrics and data to drive decision making
- Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
- Ability to curate and produce editorial content
- Strong verbal and written communication skills
- Experience in cross team collaboration, working across an organization as an effective program manager
- Communicate effectively with stakeholders across teams to convey status of projects and deliberate on deadlines
PREFERRED QUALIFICATIONS
- Bachelor’s Degree in English, Communications, or a related field
- Strong organizational design and recruiting skills; proven ability to build high-performance teams quickly
- Excellent customer experience intuition; demonstrated success in delivering a world-class customer experience
- Strong analytical and quantitative skills; strong bias towards data-based decision making
- Excellent communication and persuasion skills; demonstrated success building buy-in for an innovative and bold vision
- Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills