Digital Content Strategist, Customer Service Job in Seattle, Washington US
Digital Content Strategist, Customer Service
Are you a versatile, analytical problem solver? Can you communicate complex and technical business concepts in appealing online support content? Amazon's Customer Service Knowledge Management team is looking for a Digital Content Strategist to create and manage highly digestible content that's easy to find and use. The ideal candidate will: Collaborate with partner teams across the company to advocate for and document Customer Service policies Optimize support content for usability and accessibility while maintaining a high bar for quality Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development Improve business metrics and content development processes using data analysis Use sound business judgment to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action Build knowledge using clear, concise, visually appealing, and customer-focused content Use superior writing skills and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of Amazon Effectively manage several complex projects simultaneously while maintaining a sense of hustle Identify opportunities to improve content development processes and tools Bachelors Degree in business or a related field 7+ years of related professional experience Demonstrated project management experience Experience working in a cross-functional team Exceptional writing skills Significant experience creating visual content (video, multimedia, graphics) Strong data analysis skills; bias for data-based decision making Ability to multitask in a fast-paced, technical environment Proficiency in Microsoft Office applications MBA Experience working with a enterprise CMS platform Graphic design experience Experience creating marketing content Background in taxonomy Intermediate HTML and/or XML skills Background in Operational Excellence or Lean