Content Editor Customer Service Stores Solutions

Are you an extraordinary communicator who can translate complex business concepts into clear concise and easytoconsume content Amazons Customer Service Stores Solutions (CS3 Content Team is looking for an experienced Content Editor with excellent writing and critical thinking skills who can work independently in a fast paced ambiguous environment. The CS3 Content team within Customer Service uses customer activity data feedback and metrics to identify customer pain points then advocates for and drives change through the organization to reduce defects and improve customer experience.

The ideal candidate will have superb writing skills paired with the ability to create visually appealing communication solutions for todays audience. They will have demonstrated project management experience and the organizational discipline to track and manage editorial work for several complex projects simultaneously. You will apply strong project and stakeholders management will gather requirements analyze gaps and manage competing priorities. You need to be strong at setting expectations and timelines and need to be able to operate independently while following our global processes guidelines and criteria. Proficiency in Content Management Systems (preferable SDL package XMetal Publication Manager Webclient) DITA Darwin Information Typing Architecture knowledge of translation and localization processes and tools are highly advised. You should be able to build a roadmap and present it to leadership and other stakeholders across multiple teams and job levels. The candidate will also have demonstrated the ability to make quick decisions under pressure in ambiguous circumstances and have a record of extraordinary attention to detail and followthrough.

Key job responsibilities
As a Content Editor on the team you will be responsible for
Partnering with technical and business teams Public Relations and Legal to define company policy related to customer issues
Creating and maintaining the Amazon Help pages that empower Amazon customers to answer their own questions about our services
Creating and maintaining smart content in English in Content Management tools using DITA Darwin Information Typing Architecture attributes in a way thats scalable and easy to localize
Outsource content for translation using computer assisted tools
Responding to timecritical requests and advocate for the right content solutions; display an ability to prioritize and meet deadlines
Utilize web analytics and SEO search engine optimization best practices to improve content discoverability across website help pages
Use a combination of data analysis user research benchmarking and content audits to make content decisions and orchestrate content development
Leading continuous improvement projects related to content accessibility usability completeness and branding
Strategizing and writing content for complex projects impacting customer experience
Strong stakeholders management

35 years as an editor technical writer or content developer
Exceptional written and oral communication skills
DITA and CMS proficiency
Experience with XML content; familiar with content authoring tools
Experience with translation processes and tools
Familiar working in an Agile environment/sprints
Experience managing content projects including coordinating with other teams
Experience driving complex largescale projects independently
Experience developing or editing multimedia (images videos)
Experience collaborating with design UX and product teams
A desire to dive deep into detail problem solve and execute
Bachelor degree in English Communications Content Strategy or a related field
Proficiency with MS Excel

Basic understanding of HTML
Basic understanding of UX design concepts
Experience analyzing data and deriving actionable inputs to be presented and reviewed in Business meetings
Master Degree in English Communications Content Strategy or a related field
Experience in a multilanguage authoring translating/localization and publishing environment
A background in taxonomy desired
Reading/writing proficiency in any of the 6 Indian languages (Kannada Tamil Telugu Malayalam Bengali and Marathi) would be a definite plus.

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