Description We are hiring an experienced Content Writer to write all agent and installer facing SOPs, talk tracks, documents, process flows, content, etc. so they can quickly help the customers resolve issues. In this position, you will engage internal subject matter experts to take content from initial idea through to final deliverable. You will ensure content is high quality and effective when localized to applicable regions. The successful candidate is prolific with written deliverables and can effectively prioritize competing projects, making trade-offs between depth and completeness as needed. You have experience working with internal partners to move projects forward and remove roadblocks while maintaining a high level of professional communication. You understand that SOPs are ever-changing and will need continuous improvement. You are a critical thinker who steps into your downstream customers shoes to make content engaging and easy to follow. You have an iterative mindset and bring new ideas to the table to improve content quality and internal workflows. Key job responsibilities • Write Customer Support and Field SOPs, policies, documents, process maps, and scripts. • Research CSA and Installer pain points using feedback (anecdotes, process gaps, comments) to inform SOP updates. • Manage multiple content projects at once, taking projects from research through to final deliverable. • Coordinate deliverables such as source material and script feedback from internal subject matter experts, stakeholders, and colleagues. • Devise content strategy for new learning pathways and topics based on research, content gaps, and existing content performance. • Proactively anticipate CSA and Installer needs, investigate underlying issues, and create short and long-term documents to bridge the gaps. • Strong commitment towards goals and outcomes to ensure completion within established time frames. • Proposes content experiments and internal workflow improvements to improve efficiency and quality. • Peer review deliverables from other members of the team. • Ability to report on metrics, articulate timelines, and own management of team tools (i.e. wiki). • Assist with general CS and Field team programs as needed. Export Control Requirement: Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. 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 - 3+ years of experience as a content writer and/or standardization experience - 3+ years of experience managing multiple projects that require coordination with internal teams and/or clients - Strong bias for action and the ability to prioritize competing to meet deadlines - Professional verbal and written communication skills 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.