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Description

The ITS Tools & Content Strategy team is seeking a curious, self-motivated, and experienced program manager to help us refine content through data tracking, content monitoring, and core initiative management. An ideal candidate will want to be part of a team that continually thinks about ways to craft content that more effectively enables Amazon employees to resolve their own IT issues. In this role, you'll support the Tools & Content Strategy team by owning strategic programs designed to leverage data to improve content at scale, while driving key relationships with Localization teams, Business Intelligence partners, and Product teams.

We’re looking for a candidate who can exercise high editorial judgment in communicating across a large global org. We’re looking for a strong program manager to own and scale a content-monitoring program that improves our ability to inform our customers, Amazon employees, about Amazon IT products and services. In this role, you’ll collaborate with internal stakeholders to create strategies that best support our colleagues, as well as measure the effectiveness of customer-facing content and devise strategies for ongoing improvement. You will work with internal stakeholders and teams to understand their content and engagement needs, develop detailed proposals, and manage the completion of plans for the IT Services content team.

This role is for you if you are a strong communicator with program management skills and experience. The work will be 50% editorial, 50% core initiative program support. You are comfortable taking initiative, operating at a global scale, understanding cultural and local preferences, and working across teams in an agile environment. You work well with peers who are level-headed, top-notch performers who insist on high standards, advocate passionately for customers, and proactively take the lead when necessary.

Key job responsibilities

- Own and develop the relationship with Localization teams to ensure seamless content translation and cultural adaptation across global markets, as well as scale support of the service to cross-functional teams

- Partner with Business Intelligence teams to build and maintain foundational reporting infrastructure that drives data-informed content decisions

- Support the Tools TPM in documenting best practices and standardizing processes for product team alignment

- Drive continuous improvement in core initiative areas through regular stakeholder engagement and metric-based evaluation

- Optimize Amazon’s internal IT knowledge base content through deep dives and data analysis

- Manage content requests from stakeholders

- Consult with stakeholders to define business objectives and deploy a set of actionable and targeted testing plans across multiple customer segments

- Develop and execute a broad content portfolio program from planning through post-launch measurement.

- Create and evangelize strategies to measure and improve content quality, maintainability, and usability and get agreement from stakeholders to execute against these strategies

- Gain support for recommended programs using strong written, verbal, and visual communication skills.

- Build and maintain documentation deliverables, dashboards, and communication materials for portfolio programs.

- Present and lead conversations about projects, issues, solutions, and strategy to leadership and stakeholders.

- Prioritize effectively and communicate clearly across all levels of the organization.

Basic Qualifications

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- 3+ years of program or project management experience

- Experience working cross functionally with tech and non-tech teams

- Experience using data and metrics to determine and drive improvements

- 3+ years editing and/or content creation experience

- Bachelors Degree in English, Marketing, Journalism, Communications or related field

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Experience copywriting and editing documents and managing content/editorial calendars

- Demonstrated ability to manage multiple, competing priorities simultaneously

- Demonstrated ability to navigate ambiguous situations, identify and solve for blockers with minimal guidance, know how to influence, build cross-organizational partnerships

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/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.