Retail Systems Content Manager / Information Architect Job in Seattle, Washington US
Retail Systems Content Manager / Information Architect
Retail Systems Content Manager / Information Architect We're looking for someone to join our team who can help us take our department into a new era marked by world class Help content for our customers. Our customers are internal: Retail business teams world-wide (buyers) and the systems teams who support them (multiple teams of software engineers). We enable Retail business teams to be more effective by providing easy access to information, facilitating learning and influencing process and software design improvements. Your contribution to our team?s charter will be to ensure that our customers can find and trust relevant Help content. The network of authors and experts is distributed and their content is not currently managed with any central oversight or gatekeeping. It?s a start up environment, so be ready to learn the content, write content, edit other people?s writing, drive SEO solutions, establish templates, guidelines, and naming schemas, devise metrics that allow you to influence systems teams to adopt your templates and guidelines, and eventually (if you excel) to be the department?s information architect who sets the vision for how our Help content is managed. Your focus will be on communication from our systems teams to our business teams about how to use our internal tools, especially job aids that our customers reference outside of formal training. Your primary objective will be to equip the systems-owners to drive adoption of new tools, features, or policies, by making sure they have excellent user-facing Help pages. Your tool set at first will be simple: Wiki (think Media Wiki), Outlook email, blogs, and simple tool-demo videos (we currently use Camtasia). You will set the standards and guidelines so that a large network of subject matter experts can author content. The goal is that our customers can find and trust the Help documentation for our systems. The ideal candidate is a stickler for concise, user-friendly Help content. You have superb written and verbal communication skills but, more importantly, you know how to establish guidelines so that people who lack your talent can communicate effectively. You must excel at driving your own learning and working independently, but will need to devise and lead small project teams with ease. You must be able to influence without authority, and should have a track record for performing well in spite of complex or ambiguous challenges. The best candidate exemplifies Amazon?s leadership principles as they apply to individual contributors. The ideal candidate is also a change-agent and innovator; a creative and analytical problem solver who is comfortable setting direction for large populations. The person in this role must balance global department goals with learner needs and feedback. Your efforts and innovation should be data-driven, and informed by the most effective principles of online communication, user-centric design, adult learning, instructional design, e-learning, and knowledge management, as well as by the Amazon.com core competencies. The ideal candidate has a retail, finance, or legal background, or has some other experience that indicates you are capable of gaining rich knowledge of e-retail business concepts and practices so you can advocate effectively for your customers: Amazon Retail business team members around the globe. The person who excels in this role will have the opportunity to set the vision and implement the long term solution for content management within Amazon WW Retail. Responsibilities Manage processes and report on key measures of success for programs under your supervision. Audit and evaluate existing documentation. Assess content management needs. Collaborate with systems teams and business teams to create relevant, useful Help content. Implement guidelines and best practices for standard communication methods for our systems teams. Establish quality criteria and ratings for our Help content. Build and drive adoption of templates to help content-authors meet our quality bar. Drive maintenance processes to fill gaps and drive improvements. Provide support ranging from consultation, developmental editing, to full execution (authoring content). Innovate and drive initiatives to build a programmatic approach for how our systems teams communicate with our business teams regarding new features, tools, or processes. Deliver scalable solutions that help us serve a global customer base. RetailSystemsJobs