Content Developer Amazon
Seattle, WA

Job Description

Amazon Content Developers are responsible for creating and localizing user-friendly, clear, and concise content for Amazon Customer Service Associates (CSAs) and customers. The role requires excellent writing skills, technical expertise, and deep product knowledge. Content developers work closely with multiple businesses and support teams, including Customer Experience (CX), Public Relations (PR), and Legal teams. They are responsible for providing and maintaining customer-facing Help pages and messaging, as well as supporting CSAs by creating and maintaining articles, email templates, and references for use in addressing specific customer contacts. Content developers also track the performance of their content using various metrics and tools, anticipate and resolve bottlenecks, provide escalation management, and support business teams with appropriate information to make trade-offs between business needs and technical constraints.

Key Responsibilities

* Follows established style guides and best practices to ensure documents meet editorial specifications and adhere to standards for quality, graphics, format, and style
* Identifies and analyzes documentation requirements for small to medium-sized projects
* Contributes mainly to small or medium scale projects, but might contribute to larger projects
* Writes moderately complex documents or portions of larger documents with limited supervision
* Delivers high quality documents (accurate, complete, discoverable, useable), including checks for spelling, grammar, and hyperlinks
* Updates documentation as directed when the product changes
* Identifies improvements to existing documents and makes necessary changes
* Uses customer-centered writing, design, and research methodologies
* Understands internal tools and resources and uses them efficiently to create effective documentation for the customer
* Analyzes data using existing methodologies in order to present a business case
* Performs document management functions to ensure the most current versions of documents are available
* Responds to customer feedback and demonstrates bias for action in resolving outstanding issues
* Identifies product and documentation improvements within space of direct ownership
* Represents the voice of the customer
* Fixes reported bugs where the root cause is content-related (broken links, typos)
* Communicates and presents ideas and concepts effectively by email, phone, and in-person
* Develops their presentation experience
* Builds and maintains strong relationships with key operational contacts
* Collaborates with multiple teams to support development of documentation across entire lifecycle
* Identifies areas for improvement in team processes and policies and helps drive improvements to those areas