We are looking for a highly motivated Customer Engagement Content Lead with expertise in content strategy and management, with strengths in effective writing to support us as we share what we do with our customers. We look for data-driven and action-oriented ways to drive awareness and support to Amazonians as we continually evolve our programs based on participant feedback. As the Content Lead, your work will impact all employees, in all regions, and in all businesses working at Amazon and subsidiaries. This role will be responsible for the creation and execution of effective communication strategies, auditing and updating help resources content, and setting the strategic vison for content management for multiple high-level initiatives and products across the Amazonian Career Events space.
The ideal candidate will be someone who has experience with the development and delivery of help resource content and creating effective communications across multiple channels and teams. They must excel at earning trust when working cross-functionally, possess great communication skills, demonstrate high standards with the customer in mind. Successful candidates will have relevant experience in managing multiple projects and enjoy the challenge of working in a fast-paced environment to help build an environment where customers can find and access our experiences at Amazon when and how they need it. This individual will be responsible for defining the positioning and messaging to customers, creating the most compelling content to help employees understand the use cases and value proposition, and building the right programs to increase awareness, adoption, and engagement.
Key job responsibilities
•Craft & develop compelling audience-specific messages and content across ACE products (may include: detail pages, customer success stories, product launch awareness, etc.)
•Strategic communication and outreach for Amazonian Career Events change management
•Drive market research on long tail customer engagement behavior
•Own the ACE content strategy, including both creating content and ensuring our customers can find it across different touchpoints at Amazon, leveraging the latest GenAI tools where it makes sense to support this work
•Partner with product managers, developers, and UX/learning designers to proactively audit, simplify, and create user-friendly content where customers need it
•Design and execute content and communication project plans, summarizing updates, learnings, and opportunities for continued investment
•Work in cross-functional, cross-organizational teams to deliver multiple projects
BASIC QUALIFICATIONS
•Bachelor's Degree or 4 years relevant work experience
•5+ years of experience working cross functionally with tech and non-tech teams
•Program management experience
PREFERRED QUALIFICATIONS
•3+ years in project or program management
•Strong knowledge of learning principles and methodologies with a track record of practical application in formal and informal contexts
•Demonstrated ability to communicate difficult concepts and processes using clear and simple language and visuals
•Successful record of creating and delivering effective content for customers
•Able to prioritize in a complex, fast-paced work environment
•Problem-solving skills with the ability to exercise integrity and sound judgment in ambiguous situations
•A demonstrated ability to work cross-functionally with multiple teams and stakeholders
•Strong written and verbal communication skills
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,500/year in our lowest geographic market up to $142,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.