Are you excited by the opportunity to make a large impact for our Selling Partners? Do you have the ability to delivery amongst competing priorities? Are you able to differentiate true mechanisms from good intentions? Are you able to thrive in ambiguity and able to chart out your way, bringing people along? We might just have the role for you.
Selling Partner Support (SPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.
The purpose of our Content Operations and Strategy (COS) team is to create and maintain high quality, user-centered content consumed by our Selling Partners as well as Support Associates. We go beyond delivering content by developing and maintaining content products that are sincere, concise, and useful for our customers.
This team is looking for a strong people manager with experience in content management, content strategy, and new ways to deliver content to global users to improve the customer experience.
The successful candidate will lead a team of editors, technical writers and content strategists and lead all SP Support Content for FBA and MFN vertical. This includes managing relationships with direct reports, the wider team, customers, and business stakeholders. You will be responsible for resource planning and allocation, setting and then delivering on goals, and managing the team’s performance. You will be comfortable doing your job autonomously. You will also be expected to collaborate with global stakeholders to drive content-related programs from conception to delivery.
The ideal candidate is a people manager capable of effectively managing the full spectrum - from coaching low performers to stretching and growing high-achievers. They will have excellent analytical skills, attention to detail, and thrive in ambiguous situations. They will be a strong verbal and written communicator, be comfortable prioritizing, and be able to lead their team through frequent change. They will also lead the team through other managers, but develop mechanisms so they are plugged into the details. This role will directly report to the Global COS Leader. The role can be based out of Seattle, Arlington (HQ2), or remote US locations.
Key job responsibilities
• You will lead a team of 25-30 editors and own the FBA/MFN support content for our Selling Partners and support associates.
• You will work with various teams, and their priorities to curate and build a shared roadmap of key initiatives and projects that serve as the true north star for all contributing teams
• You will lead executive level reviews with narratives at regular intervals.
• You will develop key stakeholder relationships, listen to their feedback, identify key debates for the charter, identify challenges and facilitate the discussion of those debates with appropriate outcomes.
• You will define North Star for content health, along with specific execution plan, measurement and reporting on those goals.
• You will develop clear communication channels, reporting mechanisms to create transparency of work prioritization, assignment and status at an org level.
• You will define standards and ways of working which will become the operating principles for all contributing teams to follow.
• You will participate in Annual planning exercise (OP1/OP2) and drive debates and discussions across the organization to land at core priorities and plan.• 8+ years’ experience managing a technical writing, documentation team, or instructional design team.
• 3+ years’ experience working in editorial teams.
• Demonstrated ability to use hard data and metrics to back up assumptions and evaluate outcomes.
• Skilled at managing people: hiring, team building, conflict resolution, and performance management.
• Demonstrated experience in building mechanisms and solving repeated business problem.
• Demonstrated ability of working cross-functionally with employees with different skill sets and influencing without authority.
• Excellent, structured written and verbal communication skills.
• Excellent stakeholder management skills
• Experience developing strategy and operational processes.
• Ability to work cross-culturally with different stakeholders across the globe.
• Experience in managing a diverse team• Experience in a multi-language, e-commerce publishing environment, including globalization for translation, terminology databases and management and other world-ready approaches.
• Strong proofreading skills and experience creating and maintaining style guides.
• Experience in management of instructional content strategies including content reduction, content tagging and metadata strategies.
• Experience with HTML, XML, DITA, and content management systems (CMS) – Eg Ajuda.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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 $128,200/year in our lowest geographic market up to $212,000/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.
