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Candidate Care Content Manager, Candidate Services
3 months ago
Bachelor Degree
- 4+ years content development, writing, editorial experience.
- 3+ years experience in corporate communications, copy writing, and copy editing.
- Ability to create quality technical content; review and provide constructive feedback to improve content quality across the team.
The Amazon Global Workforce Staffing (WFS) Organization is key to delivering our customer
experiences around the globe. With 1M hourly associates hired annually and growing to more
than 1m in the next 24 months it is a key operational mechanism to ensure we deliver our
customer experiences globally.
The Global Content Manager will oversee a multidisciplinary team responsible for the overall vision, product and knowledge strategy, and product development of a set of integrated
solutions that comprise the Case Management System (CMS). The Global Content Manager will
lead multiple, simultaneous projects with emphasis on introducing and maintaining operational excellence for the portfolio of tools contributing to knowledge access. They will partner closely with global stakeholders across the business to ensure alignment with their objectives, continuous improvements in agent efficiency, appropriate change facilitation, and operational transparency.
The Global Content Manager will innovate and re imagine how we share knowledge with our
stakeholders and end-users. They will help shape and deliver on a cross-functional knowledge management strategy that yields a large catalog of agent-facing content that helps remove blockers and activates greater levels of agent efficiency in a way that scales with the unprecedented growth of our business.
- This role will be based only in Nashville, TN or Tempe, AZ corporate offices
Key job responsibilities
- Globally scale and deepen ACCS call center agents’ collective knowledge of needle-moving information within the Centralized Services organization.
- Ensure effectiveness knowledge resources for end-users.
- Define and drive mechanisms that help ensure agents find and follow knowledge resources they need quickly and easily, allowing them to accurately determine contact reason and resolution.
- Oversee product launches & process changes that - Reporting for Content Management on the user-experience.
- Build the solution to improve the metrics based on the leadership inputs
Nashville, TN, USA | Tempe, AZ, USA
- Highly organized and detail-oriented with ability to prioritize multiple projects.
- Analytical skills and process understanding to evaluate end-user data.
- Collaboration with global cross-functional teams in-person and virtually. Experience as a content strategist or information architect
- Experience with content management systems
- Experience creating customer service content or technical writing
- Experience developing and managing content for an international audience
