WFS- ACCS Content Manager, Workforce Staffing Global Content Team, Candidate Services

Amazon • Tempe, AZ

15d • Onsite

About The Position

The Amazon Global Workforce Staffing (WFS) Organization is key to delivering our
customer
experiences around the globe. With 1M hourly associates hired annually and
growing to more
than 1m in the next 24 months it is a key operational mechanism to ensure we
deliver our
customer experiences globally.

WFS Global Content is a dynamic and diverse team with members located in both
North American and Europe. We help to enable employee self sufficiency by
providing simple, intuitive knowledge resources to our call center agents. We
use a variety of data sources to better understand agent needs. We seek feedback
from and partner with cross-functional teams to develop self-service solutions
to help WFS create a world-class hiring experience forcandidates.

Call center agents provide support globally through a variety of contact
channels designed to meet the preferences of our candidates. Our goal is to
empower call center agents to find the right answers at the right time as they
support candidates throughout the hiring process.

The Global Content Manager will oversee a multidisciplinary team responsible for
the overall vision, product and knowledge strategy, and product development of a
set of integrated
solutions that comprise the Case Management System (CMS). The Global Content
Manager will
lead multiple, simultaneous projects with emphasis on introducing and
maintaining operational excellence for the portfolio of tools contributing to
knowledge access. They will partner closely with global stakeholders across the
business to ensure alignment with their objectives, continuous improvements in
agent efficiency, appropriate change facilitation, and operational transparency.

The Global Content Manager will innovate and re imagine how we share knowledge
with our
stakeholders and end-users. They will help shape and deliver on a
cross-functional knowledge management strategy that yields a large catalog of
agent-facing content that helps remove blockers and activates greater levels of
agent efficiency in a way that scales with the unprecedented growth of our
business.

This role will be based only in Tempe, AZ corporate offices

Requirements

• Bachelor Degree
• 4+ years content development, writing, editorial experience.
• 3+ years experience in corporate communications, copy writing, and copy editing.
• Ability to create quality technical content; review and provide constructive feedback to improve content quality across the team.

Nice To Haves

• Experience with end-to-end project management, or experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines
• Experience with tools/systems to analyze data including Excel, Access, SQL or other data management systems
• Experience collaborating with cross-functional teams including Marketing, Product Management, Customer Service, Operations, Legal, Finance, and Senior Leadership
• Experience with content management systems (CMS), Basic HTML, Microsoft Word, and Microsoft Excel
• 1+ years of customer service, or 1+ years of scripting language experience
• Experience managing content development, and campaigns

Responsibilities

• Globally scale and deepen ACCS call center agents’ collective knowledge of needle-moving information within the Centralized Services organization.
• Partner closely with technical subject matter experts to capture, catalog, and manage knowledge.
• Ensure effectiveness knowledge resources for end-users.
• Define and drive mechanisms that help ensure agents find and follow knowledge resources they need quickly and easily, allowing them to accurately determine contact reason and resolution.
• Oversee product launches & process changes that - Reporting for Content Management on the user-experience.
• Build the solution to improve the metrics based on the leadership inputs

Benefits

• Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level