We are searching for an experienced Manager to lead the Knowledge Management Team, with responsibility for overseeing all content and communication delivery to CS- internal and external customers. You will own the strategic vision for CS editorial content, including SOP development, associate / customer communication, and content related best practice development. Success in this role requires seeing the big picture, defining ambitious plans and goals, and building programs and processes to manage and scale editorial content and SOPs across the CS business. This position requires the ability to work across a diverse group of global teams within Amazon driving a communication strategy that works at all levels and in multiple cultures. You will need excellent communication skills, strategic thinking and planning ability, as well as the agility to function in a fast paced and innovative environment.

Duties & Responsibilities will include:

- Managing and mentoring Content Developers, Content strategists and Instructional Designers to sustain a very high bar for consistently clear, concise, and trustworthy user-focused content and training design.

- Lead and develop a team of professional Editors, Instructional Designer and Communication Strategists.

- Define and implement process improvements, streamlining the day to day workflow to ensure all objectives are met, scale process and procedures for forecasted growth.

- Oversee project management of deliverables related to new country and product launches, including identifying content related requirements, setting and communicating time frames for completion, and meeting all project objectives.

- Use data, research, and expert-level knowledge to refine existing content and drive improvement of new content creation.

- Collect, analyze and report on appropriate customer engagement metrics. Continuously refine our content offering based on metrics.

- Evaluate technology improvements for content management, instructional design and storage and make appropriate recommendations for usage and implementation.

- Manage priorities among a diverse and demanding group of internal stakeholders.

- Build mechanisms to ensure global consistency and content quality. Measure and adapt communication content based on impact and learnings.

- Provide status reports on team activity and measure progress towards assigned goals.Expect and require innovation of her/his team.

Basic Qualifications

- BA/BS in a relevant field.

- 4+ years writing or editorial experience.

- 8+ years of experience managing teams.

- Demonstrated ability to build, execute, and scale cross-functional teams.

- Excellent oral and written communication skills and an ability to influence others.

- Strong analytic and quantitative skills - ability to use data to develop and measure editorial results.

- Have relentlessly high standards and a high attention to detail.

- Project Management and Process Improvement experience.

- Outstanding interpersonal and leadership skills.

- Strong verbal and written communication skills. Ability to present ideas and metrics to Sr. Leadership.

- Experience using technology in related fields.

Preferred Qualifications

- Master's degree in a relevant field.

- A thorough understanding of editorial and content curation principles, including use of style and tone guides.

- Global, large-scale program management experience.

- Familiarity with business and process improvement tools, concepts and methodologies, contact center experience.

- Ability to travel internationally and within the country to meet and resolve issues with key global stakeholders.

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