Content Developer

Amazon’s D2AS Workflows team creates and manages support content that helps our associates and customers resolve issues for a wide range of products, including Alexa, Fire TV, Tablets and E-readers, as well as digital services like Amazon Music and Prime Video.

The D2AS Workflows team is looking for a Content Developer to join our team on a full-time basis.

The role will involve content development for associate- and customer-facing platforms. In addition to developing content for D2AS product and feature launches, you will identify opportunities to optimize content quality in order to improve the associate experience and solve customer issues.

This role is an excellent opportunity to learn new content authoring and technical skills, while collaborating across the Amazon WWCS network to provide the best possible experience for our customers.

The ideal candidate will have the ability to understand and clearly document complex technical concepts and processes. You will have experience with technical writing, content quality review and testing, and continuous improvement.

You are self-motivated and able to work independently with the organizational discipline to track and manage your work for several projects with tight deadlines.

The candidate will have proven ability to make quick decisions under pressure in ambiguous circumstances, and will have a record of extraordinary attention to detail and follow-through.

You should have a strong quality focus, and a demonstratable ability to find solutions to increase efficiency. You are a problem solver with an interest in technology and Amazon devices, digital products, and services.

Key job responsibilities

• Develop troubleshooting workflows for both associate- and customer-facing platforms.
• Leverage a Content Management System (CMS) and DITA XML content models and topics to develop, code, and maintain workflows.
• Audit existing content and analyze data to make decisions for content improvements.
• Author, modify and update workflows based on audit results to improve associate and customer experiences.
• Identify opportunities to reuse content where it benefits the authoring effort, associate comprehension and issue resolution effectiveness.
• Implement XML coding by hand (creating xml files, cleaning up partially coded content and adding code where needed).
• Adhere to a content style guide and authoring standards.
• Use the Amazon Contact Tenets (ACTs) to develop support content that raises the bar and delivers best in class customer experiences.
• Analyze data reports with usage metrics using web analysis tools like Tableau and Heartbeat.
• Respond to associate feedback within defined SLAs / resolution timeframes. Perform global content updates, and professionally reply to feedback from our associates and partner teams.
• Independently deliver content plans aligned to the product vision and the larger business picture.
• Manage content reviews independently, even for larger, difficult projects.
• Spot risks, clear blockers independently, and escalate for support effectively.
• Work directly with varied, cross-functional stakeholders.

A day in the life

You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.

If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary :

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.

Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include :

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

BASIC QUALIFICATIONS

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Experience with coding / content tagging (in HTML, XML or scripting languages).

PREFERRED QUALIFICATIONS

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
• Experience building processes, project management, and schedules.
• Working knowledge of Agile methodologies.
• Experience with process and / or customer experience improvement projects.
30+ days ago