Sr Program Manager, Content Development, Amazon Shipping

Amazon • Bellevue, WA

4d

About The Position

Amazon Shipping is seeking a Senior Content Program Manager to own our
end-to-end content strategy across client-facing and internal support channels.
You will design a comprehensive content framework covering SOPs, help
documentation, policy updates, and new product launches, ensuring every piece is
accurate, accessible, and built for the audiences it serves. You will benchmark
against industry leaders, establish measurable goals to track content quality
and effectiveness, and hold cross-functional stakeholders across technology,
legal, marketing, operations, and commercial teams accountable to their
deliverables. A core part of this mandate is reducing support escalations by
ensuring clear, actionable answers are available before a contact is ever
created.

Content is the foundation of our AI strategy, and this role sits at the center
of that vision. Every help article, SOP, and policy document developed here will
feed directly into our AI tools, powering personalized, context-aware summaries
and real-time guidance for associates managing complex support cases. You will
define the taxonomy, structure, and quality standards that make content
machine-readable and AI-ready, ensuring our models surface the right information
at the right moment. Beyond written content, you will lead the development of
interactive video experiences that translate complex operational topics into
simple, intuitive formats that drive self-service adoption.

The ideal candidate brings a combination of analytical rigor and creative
vision: someone who can build a content measurement framework from scratch,
identify gaps through data, and translate ambiguous business needs into
structured, scalable programs. You thrive in fast-moving environments,
communicate with clarity across all levels of the organization, and understand
that great content is not just well-written but strategically designed to move
metrics. If you are energized by building something meaningful from the ground
up and want your work to directly shape how thousands of shippers experience
Amazon, this role is for you

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• 5+ years of editor, content strategist, technical writer, or content developer experience
• Bachelor's degree or equivalent in Journalism, Communications, English, Technical Writing, or a related field

Nice To Haves

• 5+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage

Responsibilities

• Design and own the end-to-end content strategy, building a scalable framework that covers SOPs, help documentation, policy changes, and new product launches for both external clients and internal support associates
• Benchmark content quality and effectiveness against industry leaders, define measurable goals, and establish review mechanisms to track performance and drive continuous improvement
• Lead cross-functional program management across technology, legal, marketing, operations, and commercial teams; define milestones, track progress, and hold stakeholders accountable to individual deliverables
• Define the taxonomy, structure, and quality standards that make content machine-readable and AI-ready, ensuring our tools surface accurate, personalized, and context-aware information at the right moment
• Lead the development of interactive video and multimedia experiences that translate complex operational topics into simple, intuitive formats, reducing cognitive load and driving self-service adoption
• Author and lead high-judgment business reviews and leadership documents, including MBRs, QBRs, and VP goal reviews, with clear commentary on program status, risks, and mitigations
• Develop and maintain playbooks and process documentation to standardize and scale content programs across the organization
• Navigate ambiguity with confidence, structuring complex problems into clear, actionable plans while managing multiple workstreams simultaneously

Benefits

• 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
• parental leave

What This Job Offers

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