Senior Manager - Content Strategy - Global Customer Service - Amazon - Seattle

Job description
Amazon’s Customer Service team is looking for a role model senior leader to drive innovation in partnership with our regional Content Strategy teams. The Sr. Manager of Content Strategy is responsible for creating highly sustainable shared strategies, critical processes, and infrastructure in partnership with regional teams. If you are an exceptional collaborator, who excels at building robust systems, and are obsessed with providing the world-class support content experience to customers, we want to talk to you.
Amazon’s regional Content teams develop and maintain high quality on-line customer Help and internal policy support content for Customer Service associates. The global Content Strategy team ensures that we have a consistent and robust content by helping regional leaders adopt existing best practices when there are local gaps and invent together to build new simple, enduring solutions.
The Senior Manager, Content Strategy will be responsible for:
Gracefully manage priorities among a very diverse and demanding group of internal stakeholders.
Lead collaboration with regional teams to align on methodology, systems, processes, and reuse of content across the global organization.
Establish global KPIs for content discoverability and efficacy.
Drive collaboration with Social Media, Amazon Public Relations, Executive Customer Relations, and other internal teams with dependent processes.
Partner effectively with system administrators, engineers and analysts to create cutting edge technology for content display, publication, and management, and author workflows.
Develop global capabilities to experiment regionally and incorporate learnings globally.
Recruit and retain exceptional talent.
Lead and develop a team of senior strategists.
The ideal candidate will display an uncompromising passion for reducing user effort. S/he will be results-oriented and have the ability to take practical steps to achieve a long-term, cutting edge vision.
MBA or Masters in a relevant field
7+ years of proven team leadership experience
7+ years of related professional experience
Data analysis skills and history of data-based decision making
Applied knowledge of information architecture
Demonstrated experience leading global teams and driving decision in a matrix organization
Ability to travel internationally
Experience with DITA and an enterprise wide CMS
Strong technical aptitude
Demonstrated proficiency in user research and driving user experience improvements
Experience effectively reusing web content across channels or platforms
Extensive experience with localization or translation management processes and tools

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