Job Details
**this role is limited for 14 month and it can be an interim role for internal candidates**
Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Customer Service, we make their experience delightful. We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We’re making history and the good news is that we’ve only just begun.
We are a global team, supporting multiple regions and languages while still having loads of fun! In Amazon Business Customer Service, our vision is "We revolutionize support so customers can focus on their businesses". Our Content and Localization team supports product launches, by creating content that answers customers' questions, that provides and promotes self-serve solutions, and that empowers Customer Service Associates to solve customers' contacts. The team creates smart content which is suitable for a global content readiness experience. In addition, the team owns initiatives to constantly improve our content, measure impact, and automate processes.
Our team operates on a global scope basis, and the Content Developer will keep global alignment and parity at heart as they support global launches.
As a Senior Content Developer, you will follow our content governance to create clear and concise information that will help our internal and external customers, drive self-service and improve the overall Amazon Business experience. Given that this assignment is a large-scale program delivery, you will need to have proven skills and capabilities with program management in order to drive a full expansion project to successful launch.
You'll collaborate with other writers, content developers and internal business partners (such as program managers, product managers, customer experience, and software development engineers) to develop high-quality content, optimized for re-use, accessibility, and localization. You will apply strong project and stakeholder management, gather requirements, navigate ambiguities, analyze gaps and manage competing priorities. You need to be strong at setting expectations and timelines, and you need to be able to operate independently while following our global processes, guidelines, and criteria. Proficiency in Content Management Systems (preferable SDL package – XmetaL, Webclient, Publication Manager, Webclient) and DITA is required. Knowledge of translation and localization processes and tools are highly advised.
Key job responsibilities
•Create and maintain smart content in Content Management tools using DITA attributes, in a way that's scalable and easy to localize
•Manage outsourced translation projects using computer assisted tools and respond to time-critical requests and advocate for the right content solutions
•Advocate for Amazon Business customer and Customer Service Associates
•Strong Management of multiple stakeholders across locations and influence them to understand and follow our content authoring and review processes
•Strong bias for action and the ability to prioritize and meet deadlines
•Take ownership of strategic initiatives that influence the outcome of organizational goals
We are open to hiring candidates to work out of one of the following locations:
London, GBR
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience defining program requirements and using data and metrics to determine improvements
- Experience as a technical writer or content developer
- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Amazon Business is one of Amazon’s fastest growing new initiatives, providing business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Customer Service, we make their experience delightful. We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We’re making history and the good news is that we’ve only just begun.
We are a global team, supporting multiple regions and languages while still having loads of fun! In Amazon Business Customer Service, our vision is "We revolutionize support so customers can focus on their businesses". Our Content and Localization team supports product launches, by creating content that answers customers' questions, that provides and promotes self-serve solutions, and that empowers Customer Service Associates to solve customers' contacts. The team creates smart content which is suitable for a global content readiness experience. In addition, the team owns initiatives to constantly improve our content, measure impact, and automate processes.
Our team operates on a global scope basis, and the Content Developer will keep global alignment and parity at heart as they support global launches.
As a Senior Content Developer, you will follow our content governance to create clear and concise information that will help our internal and external customers, drive self-service and improve the overall Amazon Business experience. Given that this assignment is a large-scale program delivery, you will need to have proven skills and capabilities with program management in order to drive a full expansion project to successful launch.
You'll collaborate with other writers, content developers and internal business partners (such as program managers, product managers, customer experience, and software development engineers) to develop high-quality content, optimized for re-use, accessibility, and localization. You will apply strong project and stakeholder management, gather requirements, navigate ambiguities, analyze gaps and manage competing priorities. You need to be strong at setting expectations and timelines, and you need to be able to operate independently while following our global processes, guidelines, and criteria. Proficiency in Content Management Systems (preferable SDL package – XmetaL, Webclient, Publication Manager, Webclient) and DITA is required. Knowledge of translation and localization processes and tools are highly advised.
Key job responsibilities
•Create and maintain smart content in Content Management tools using DITA attributes, in a way that's scalable and easy to localize
•Manage outsourced translation projects using computer assisted tools and respond to time-critical requests and advocate for the right content solutions
•Advocate for Amazon Business customer and Customer Service Associates
•Strong Management of multiple stakeholders across locations and influence them to understand and follow our content authoring and review processes
•Strong bias for action and the ability to prioritize and meet deadlines
•Take ownership of strategic initiatives that influence the outcome of organizational goals
We are open to hiring candidates to work out of one of the following locations:
London, GBR
BASIC QUALIFICATIONS
- Bachelor's degree- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience defining program requirements and using data and metrics to determine improvements
- Experience as a technical writer or content developer
PREFERRED QUALIFICATIONS
- Experience in driving end to end delivery, and communicating results to senior leadership- Experience leading process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
