Program Manager - Content Editor, FinOps Customer Experience Program

DESCRIPTION
Job summary
Amazon is seeking an experienced, organized, motivated and technically driven customer communication specialist to join the growing Finance Operations Customer Experience (CX) Program. Sharp communication skills, strong interpersonal skills and cross-collaboration skills are essential to succeed in this position, as well as the ability to work and succeed in autonomy. The ideal candidate will be joining a team dispersed globally supporting the communication, training, and editorial content needs for our Finance Operations teams.

Your primary responsibility will be the creation and maintenance of process documentation (SOP) and customer facing standard communication to be used by our contact management associates when addressing issues faced by Retail vendors whose product is sold on Amazon.com. Your focus will be working within a content management system to stage and publish the resources needed for Finance Communication Associates who assist our Retail Vendors. You will work with Content Management Specialists to understand the SOP drafts that they create, transform their documentation into the coded format required by the Content Management System (CMS), copy edit the document and then publish it to the SOP repository. You will work with a complex staging system that identifies marketplaces and languages the SOP supports.

As part of our CX Communications team you are responsible for the quality and usefulness of the all content that is published to the SOP repository. You will master detailed publishing codes necessary to move new or changed documents into the CMS. You will need to seek clarity in ambiguous situations to ensure customers have the best possible experience. When you come across issues with content you will work with Content Specialists to improve the SOP before publishing.

You must be a self-starter who is passionate about providing high-quality content, working in a technical, fast-paced environment, and innovating to update and create process and technical solutions to problems. To be successful in this role you will need proven ability to write well in English and correct grammar and spelling mistakes in original communication or SOPs to be reviewed. You should have demonstrated efficiency in managing a queue of work with the ability to prioritize work and meet deadlines. You need to be team-oriented and work well with your teammates, adjusting to changes in priorities and production responsibilities. A successful candidate will be resourceful, customer-focused, and will have an ability to work independently under time constraints.

Base pay for this position starts from EUR 1,750 gross per month and salary depends on the skills and requirements, there will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA.
Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development.

BASIC QUALIFICATIONS
· Common European Framework of References for Languages (CEFR) – English C1.
· Proficient writing and editing skills.
· Basic understanding of HTML and XML.
· Highly organized with the ability to prioritize and manage multiple tasks simultaneously.

PREFERRED QUALIFICATIONS
· Previous experience documenting contact center support processes.
· Previous experience publishing to a Content Management System.