WFS- ACCS Content Manager, Workforce Staffing Global Content Team, Candidate Services

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 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
Internal job description

Loop competencies
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- 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.

- Experience with end-to-end project management or experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines
- - Experience with tools/systems to analyze data including Excel Access SQL or other data management systems
- - Experience collaborating with cross-functional teams including Marketing Product Management Customer Service Operations Legal Finance and Senior Leadership
- - Experience with content management systems (CMS) Basic HTML Microsoft Word and Microsoft Excel
- - 1 years of customer service or 1 years of scripting language experience
- - Experience managing content development and campaigns

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at AZ Tempe - 107000.00 - 160000.00 USD annually