Are you an extraordinary communicator who can translate complex business concepts into clear, concise and easy-to-consume content? Amazon's Customer Service Stores Solutions (CS3) Content Team is looking for an experienced Content Editor with excellent writing and critical thinking skills, who can work independently in a fast paced, ambiguous environment. The CS3 Content team within Customer Service uses customer activity data, feedback and metrics to identify customer pain points, then advocates for and drives change through the organization to reduce defects and improve customer experience.
The ideal candidate will have superb writing skills paired with the ability to create visually appealing communication solutions for today’s audience. They 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- Darwin Information Typing Architecture, 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.
Key job responsibilities
As a Content Editor 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 -Darwin Information Typing Architecture 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- search engine optimization 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
• 3-5 years as an editor, technical writer, 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 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
• Basic understanding of HTML
• Basic understanding of UX design concepts
• Experience analyzing data and deriving actionable inputs to be presented and reviewed in Business meetings
• 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 6 Indian languages (Kannada, Tamil, Telugu, Malayalam, Bengali and Marathi) would be a definite plus.
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