Content Strategist - Km Job in Amazon

DESCRIPTION

Are you an extraordinary communicator who can translate complex business concepts into clear, concise and easy-to-consume content? Amazon's CS Customer Experience (CX) Knowledge Management Team is looking for an experienced Content Strategist with excellent writing and critical thinking skills, who can work independently in a fast paced, ambiguous environment. The Customer Experience Team within Customer Service uses customer activity data, feedback and metrics to identify customer pain points, then advocates for and drives change throughout the organization to reduce defects and improve customer experience.

Responsibilities: As a Content Strategist on the team, you will be responsible for -
Partnering with technical and business teams, Public Relations and Legal to define company policy related to customer issues
Creating and maintaining the Amazon Help pages that empower Amazon customers to answer their own questions about our services
Creating and maintaining smart content in English in Content Management tools using DITA attributes, in a way that's scalable and easy to localize
Outsource content for translation using computer assisted tools
Responding to time-critical requests and advocate for the right content solutions; display an ability to prioritize and meet deadlines
Utilize web analytics and SEO best practices to improve content discoverability across website help pages
Use a combination of data analysis, user research, benchmarking, and content audits to make content decisions and orchestrate content development
Leading continuous improvement projects related to content accessibility, usability, completeness and branding
Strategizing and writing content for complex projects impacting customer experience
Strong stakeholders' management
Role description: The ideal candidate will have superb writing skills paired with the ability to create visually appealing communication solutions for todays audience. S/he will have demonstrated project management experience and the organizational discipline to track and manage editorial work for several complex projects simultaneously. You will apply strong project and stakeholder's management, will gather requirements, analyze gaps and manage competing priorities. You need to be strong at setting expectations and timelines, and need to be able to operate independently while following our global processes, guidelines, and criteria. Proficiency in Content Management Systems (preferable SDL package XMetal, Publication Manager, Web-client), DITA, knowledge of translation and localization processes and tools are highly advised. You should be able to build a roadmap and present it to leadership and other stakeholders across multiple teams and job levels. The candidate will also have demonstrated the ability to make quick decisions under pressure in ambiguous circumstances and have a record of extraordinary attention to detail and follow-through.

BASIC QUALIFICATIONS

5+ years as a content strategist, technical writer, editor, or content developer
Exceptional written and oral communication skills
DITA and CMS proficiency
Experience with XML content; familiar with content authoring tools
Experience with translation processes and tools
Familiar working in an Agile environment/sprints
Experience managing content projects, including coordinating with other teams
Experience driving complex large scale projects independently
Experience analyzing data and deriving actionable inputs to be presented and reviewed in Business meetings
Experience developing or editing multimedia (images, videos)
Experience collaborating with design, UX, and product teams
A desire to dive deep into detail, problem solve, and execute
Bachelor degree in English, Communications, Content Strategy, or a related field
Proficiency with MS Excel

PREFERRED QUALIFICATIONS

Basic understanding of HTML
Basic understanding of UX design concepts
Master Degree in English, Communications, Content Strategy, or a related field
Experience in a multi-language authoring, translating/localization and publishing environment
A background in taxonomy desired
Reading/writing proficiency in any of the 4 South Indian languages (Kannada, Tamil, Telugu, Malayalam) would be a definite plus