Lead Content Developer, Customer Trust Content Manager

Do you love creating and editing helpful process documents and strategic, customer-facing communications? Are you passionate about developing clear, concise, and straightforward content for internal and external audiences? Do you have a proven track record of delivery high-quality content in a fast-paced environment? If you enjoy driving improvements in content readability, discoverability, and usability, then we'd love to talk to you about joining Amazon's Customer Trust Content Management (CTCM) team as a Lead Content Developer.

A day in the life

As a Content Developer, you will be responsible for developing standard operating procedure documents for risk and fraud investigators and email communications for Amazon's customers. With the help of our style guide, you will document operational processes and create messaging for a global audience. You are not a copy editor—you are the owner of the investigator and customer experience.

You will work with global stakeholders to understand the business priorities and legal requirements that drive the need for high-quality content. It's important that you are self-motivated to look around corners for ways to improve the reader experience. Amazon is a fast-paced environment, and you must be committed to partnering with internal and external stakeholders to deliver high-quality content that responds to the rapidly changing seller landscape.

In addition to working on content projects, you will also contribute to team-level goals and initiatives. You will be expected to work on content projects, team-level goals and initiatives, and ad-hoc tasks simultaneously. You will troubleshoot tool issues impacting content that we support and flag issues to the relevant tech team.

About the team

The CTCM team supports investigators by updating and managing content to support global operations. We use data to make decisions about our content, and we advocate for the investigator and customer experience while balancing advocacy with the need for action. We measure success by having clear and simple content that answers readers' questions before they arise. We are are a global team based in the US, UK, Costa Rica, Ireland, and India.

• Experience managing complex content projects.
• Experience with project management. You will be expected to work on content projects, team-level goals and initiatives, and ad-hoc tasks simultaneously.
• Mastery of verbal and written English communications.
• Strong editorial background and exceptional proofreading and content creation skills.
• Strong content strategy and information architecture skills.
• Demonstrated success at learning and explaining business processes.
• Ability to prioritize and manage multiple stakeholder relationships and needs in a fast-paced environment.
• Ability to solve problems and work without close direction in ambiguous environments.
• Ability to troubleshoot and report issues via the appropriate channels.
• Good judgment and effective communication.
• Able to work in a diverse team.

• 3+ years experience managing content projects of medium or high complexity.
• Experience working as part of a global team.
• Experience in a multi-language publishing environment, including translation memories, terminology databases.
• Experience creating content for translation and localization.
• Experience in editorial/peer review.
• Strong attention to detail and organizational skills.
• Experience with HTML, XML, DITA, or content management systems (CMS).
• Bachelor's degree in a related field.
• Experience with, or exposure to, CTPS Operations or business processes for Amazon customers.

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