Candidate Care Content Manager, Candidate Services

Description

The Amazon Global Workforce Staffing ( WFS ) Organization is key to delivering our customer

experiences around the globe. With 1M hourly associates hired annually and growing to more

than 1m in the next 24 months it is a key operational mechanism to ensure we deliver our

customer experiences globally.

WFS Global Content is a dynamic and diverse team with members located in both North American and Europe. We help to enable employee self sufficiency by providing simple, intuitive knowledge resources to our call center agents. We use a variety of data sources to better understand agent needs. We seek feedback from and partner with cross-functional teams to develop self-service solutions to help WFS create a world-class hiring experience forcandidates.

Call center agents provide support globally through a variety of contact channels designed to meet the preferences of our candidates. Our goal is to empower call center agents to find the right answers at the right time as they support candidates throughout the hiring process.

The Global Content Manager will oversee a multidisciplinary team responsible for the overall vision, product and knowledge strategy, and product development of a set of integrated

solutions that comprise the Case Management System ( CMS ). The Global Content Manager will

lead multiple, simultaneous projects with emphasis on introducing and maintaining operational excellence for the portfolio of tools contributing to knowledge access. They will partner closely with global stakeholders across the business to ensure alignment with their objectives, continuous improvements in agent efficiency, appropriate change facilitation, and operational transparency.

The Global Content Manager will innovate and re imagine how we share knowledge with our

stakeholders and end-users. They will help shape and deliver on a cross-functional knowledge management strategy that yields a large catalog of agent-facing content that helps remove blockers and activates greater levels of agent efficiency in a way that scales with the unprecedented growth of our business.

*This role will be based only in Nashville, TN or Tempe, AZ corporate offices

Key job responsibilities

- Globally scale and deepen ACCS call center agents’ collective knowledge of needle-moving information within the Centralized Services organization.

- Partner closely with technical subject matter experts to capture, catalog, and manage knowledge.

- Ensure effectiveness knowledge resources for end-users.

- Define and drive mechanisms that help ensure agents find and follow knowledge resources they need quickly and easily, allowing them to accurately determine contact reason and resolution.

- Oversee product launches & process changes that – Reporting for Content Management on the user-experience.

- Build the solution to improve the metrics based on the leadership inputs

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA | Tempe, AZ, USA

Basic Qualifications

- Bachelor Degree

- 4+ years content development, writing, editorial experience.

- 3+ years experience in corporate communications, copy writing, and copy editing.

- Ability to create quality technical content; review and provide constructive feedback to improve content quality across the team.

Preferred Qualifications

- Highly organized and detail-oriented with ability to prioritize multiple projects.

- Analytical skills and process understanding to evaluate end-user data.

- Collaboration with global cross-functional teams in-person and virtually.- Experience as a content strategist or information architect

- Experience with content management systems

- Experience creating customer service content or technical writing

- Experience developing and managing content for an international audience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit