Lead Content Developer, Customer Trust Content Management

Amazon; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Amazon is seeking a Lead Content Developer for its Customer Trust Content Management team. You will own the creation of SOPs for risk investigations and customer communications, leveraging a global style guide to ensure clarity and consistency.

You’ll work with diverse stakeholders to translate complex processes into accessible content, balancing policy requirements with the reader experience. A proactive, organized approach is essential in a fast-paced environment.

Qualifications

• 3+ years of editor, content strategist, technical writer, or content developer experience.
• Experience managing content projects of varying complexity.
• Experience in project management including resource planning, schedules, reporting, and prioritizing tasks.

Responsibilities

• Develop standard operating procedure documents for risk and fraud investigators and email communications for Amazon's customers.
• Document operational processes and create messaging for a global audience using a style guide.
• Collaborate with global stakeholders to understand business priorities and legal requirements for high-quality content.
• Troubleshoot tool issues impacting content and flag issues to the tech team.
• Contribute to team goals and initiatives and manage multiple ad-hoc tasks simultaneously.

Skills

Editing

Content strategy

Technical writing

Project management

Written English

Copy editing

Education

Bachelor's degree in a related field

Tools

HTML

XML

DITA

CMS

Job description

Do you love creating and editing helpful process documents and strategic, customer-facing communications? Are you passionate about developing clear, concise, and straightforward content for internal and external audiences? Do you have a proven track record of delivery high-quality content in a fast-paced environment? If you enjoy driving improvements in content readability, discoverability, and usability, then we'd love to talk to you about joining Amazon's Customer Trust Content Management (CTCM) team as a Lead Content Developer.

A day in the life

As a Lead Content Developer, you will be responsible for developing standard operating procedure documents for risk and fraud investigators and email communications for Amazon's customers. With the help of our style guide, you will document operational processes and create messaging for a global audience. You are not a copy editor—you are the owner of the investigator and customer experience.

You will work with global stakeholders to understand the business priorities and legal requirements that drive the need for high-quality content. It's important that you are self-motivated to look around corners for ways to improve the reader experience. Amazon is a fast-paced environment, and you must be committed to partnering with internal and external stakeholders to deliver high-quality content that responds to the rapidly changing seller landscape.

In addition to working on content projects, you will also contribute to team-level goals and initiatives. You will be expected to work on content projects, team-level goals and initiatives, and ad-hoc tasks simultaneously. You will troubleshoot tool issues impacting content that we support and flag issues to the relevant tech team.

About The Team

The CTCM team supports investigators by updating and managing content to support global operations. We use data to make decisions about our content, and we advocate for the investigator and customer experience while balancing advocacy with the need for action. We measure success by having clear and simple content that answers readers' questions before they arise. We are a global team based in the US, UK, Costa Rica, Ireland, and India.

Basic Qualifications

• 3+ years of editor, content strategist, technical writer, or content developer experience
• Experience managing content projects of varying complexity
• Experience in project management including resource planning, managing schedules, reporting project status and prioritizing own tasks and those of other team members for multiple projects
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Experience in editing, copy-editing, and proofreading
• Experience managing competing priorities across a wide range of stakeholders
• Experience working with global teams and diverse partners
• Strong content strategy and information architecture skills.
• Demonstrated success at learning and explaining business processes.
• Ability to solve problems and work without close direction in ambiguous environments.
• Ability to troubleshoot and report issues via the appropriate channels.
• Good judgment and effective communication.

Preferred Qualifications

• Experience in a multi-language publishing environment, including globalization for translation
• Bachelor's degree in a related field
• Strong attention to detail and organizational skills.
• Experience with HTML, XML, DITA, or content management systems (CMS).
• Experience with, or exposure to, CPT Operations or business processes for Amazon customers.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company - ADCI - BLR 14 SEZ - F07

Job ID: A10433975