Knowledge and Content Strategist, AWS Support - Amazon

Description As a Knowledge and Content Strategist at AWS, you'll play a pivotal role in empowering our diverse customer base and support teams with trusted, easily discoverable guidance. Partnering with cross-functional teams, you'll craft innovative content strategies that position re:Post as the premier destination for authoritative AWS knowledge, while also driving continuous improvements to our internal knowledge management platforms. If you're passionate about content strategy and eager to contribute to the success of AWS customers and operations, we encourage you to apply. - Lead the strategic development and implementation of content initiatives that enhance both the customer support experience and internal knowledge sharing - Leverage SEO best practices and technical optimizations to boost the visibility and discoverability of re:Post's authoritative content, as well as our internal knowledge resources - Collaborate with product, support, and technical teams to produce high-quality documentation, FAQs, and knowledge base articles for external and internal audiences - Apply data-driven insights to continuously refine content strategies and drive operational excellence across AWS - Be a strategic leader in transforming how AWS customers and support teams access and leverage trusted knowledge Key job responsibilities You will lead the development and implementation of knowledge and content strategies that enhance the quality and accessibility of support resources for AWS customers and AWS Support teams. Your primary focus will be on creating, implementing, and refining strategies to meet the diverse needs of users and support teams across multiple products and customer segments. - Knowledge and Content Strategy Development: Craft and implement comprehensive strategies aligned with AWS's business objectives and customer support goals, including positioning re:Post as the premier destination for authoritative, curated AWS knowledge and guidance. - Discoverability: Analyze search performance data and user feedback to refine optimization strategies, advise cross-functional teams on SEO implementations to elevate the visibility of guidance both internally and externally. - Collaboration: Partner with customer support teams, product managers, and technical writers to gather insights and feedback, ensuring content addresses common customer issues and enhances the support experience. - Content Governance: Establish and uphold content standards, including style guides and templates, to ensure consistency and quality across support content and knowledge. - Performance Analysis: Monitor and analyze performance metrics to identify areas for improvement and use data-driven insights to refine knowledge and content strategies. A day in the life Our success at AWS hinges on providing unparalleled support to our diverse customer base. Effective knowledge and content strategies are critical to this mission. Your role as a Knowledge and Content Strategist will focus on the strategic planning and implementation of initiatives that help customers discover relevant information easily and ensure we are producing the right content and knowledge. Your expertise will be essential in leading and refining knowledge and content strategies, aligning them with business objectives, and tailoring them to meet the varied needs of different customer segments. Without your strategic vision and ability to manage high-quality content and knowledge, our customers would not find the resources they need to succeed. Your work will empower millions of users to solve complex problems, and directly contribute to the success of AWS customers. About the team About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Basic Qualifications - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership Preferred Qualifications - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.