Amazon Ads operates at the intersection of advertising and ecommerce and offers advertisers a rich array of innovative advertising solutions across Amazon’s mobile and desktop websites, and beyond. We believe that advertising, when done well, can enhance the customer experience and generate a positive return on investment for our advertising partners, who are at the heart of what we do.

The Support Products & Services team is seeking a curious, growth-minded, and results-oriented Content Strategist to implement and execute standardization and optimization of core process documentation used by customer service associates and AI-driven solutions to support our global advertisers. In this role you will plan, create, maintain, and deliver high quality documentation for any support case by providing standard operating procedures and communication templates. You will also identify and own continuous improvement projects, and support product launches and changes, with a focus on speed and accuracy of resolution. You will work with stakeholders to gather requirements for your content plans, use sound business judgment to make quick decisions in ambiguous situations, and effectively prioritize competing projects. To be successful, you will evaluate the effectiveness of your content using engagement metrics and verbatim feedback. You will possess excellent writing skills and experience in developing support content.

Key job responsibilities
• Drive content projects for their entire lifecycle from planning through post-launch measurement.
• Create highly effective English support content for all marketplaces.
• Use a combination of data analysis, contact analysis, and content audits to make content decisions and deliver quality content.
• Execute strategies to improve content quality, maintainability, and usability.
• Facilitate agreement from Product, Legal, and Public Relations business partners.
• Facilitate the localization and translation of associate content.
• Code and publish content in all languages.
• Monitor content performance and make targeted improvements.
• Perform scheduled audits to ensure accuracy and completeness.
• Identify opportunities to improve content documentation strategy.
• Improve content development workflow and team processes to increase efficiency and/or quality
• Build effective relationships with multiple internal and external, and cross-functional stakeholders to deliver complex, global projects


About the team
The Support Products & Services (SP&S) team’s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.