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Program Manager - Content Management


Cork, Ireland


Amazon's Customer Service (CS) department is looking for an experienced Program Manager to manage its Europe-wide content strategy in line with global principles and standards.

The Content Program Manager will be a pivotal leader in ensuring customer-facing and support content is authored and maintained in line with global style, quality, reuse, localization, and accessibility standards. You will lead the definition, roll out, and adoption of new content authoring tools and standards. You will be a change agent, people leader, and relationship builder within internal and external teams. The successful candidate will be a content expert who has had a demonstrated leadership role on a large, multilingual content development team. You will have extensive experience with DITA and an enterprise wide Content Management System (CMS),and have an applied knowledge of information architecture. You will be creative, solution focused, hardworking, and analytical. You will be passionate about improving the customer and author experience, while focusing on the future vision. You will manage a team who will be expected to deliver projects and processes that continuously contribute to an exceptional customer experience through content.

You will have demonstrated analytical and quantitative skills, and an ability to use data to back up assumptions, make recommendations, and develop business cases. You will enjoy a fast-paced, multi-tasking, multi-cultural environment, and be able to define, design, and drive a program of work through to delivery. You will have exceptional verbal and written communication skills, and an ability to communicate at all levels in the organization, to technical, business, and executive stakeholders. You will be comfortable negotiating with key business partners and teams across Europe and throughout the world, to gain alignment on project planning, and ultimately manage project execution.

Depending on the applicant, this role can be based in Cork, Regensburg, Edinburgh, Berlin, or Luxembourg.

Key responsibilities:
· Lead content creation and reuse strategy for Amazon CS in Europe in collaboration and global teams
· Manage a team who will deliver content strategy projects and processes that will continuously improve and contribute to an exceptional customer experience through content
· Build a teaching approach for content developers to sustain a very high bar for consistently clear, concise, and trustworthy user-focused content
· Evangelize content standards and audit mechanisms that reflect the voice of Amazon
· Work with global partner teams to ensure lean content development process
· Collaborate with partner teams to ensure consistency in the global Help content and advocate for management and author workflows for the global team.
· Work to ensure robust, effective user feedback channels acting on feedback and driving change to support an excellent authoring experience
· Define and roll content quality standards using monitoring processes and standards
· Ensure Amazon CS content developers are adequately trained in content creation processes and tools and take action if gaps exists
· Identify challenges and inefficiencies in processes working with worldwide partners to find pathways to improvement.
· Drive, investigate, and be at the cutting edge of the next generation of content management technologies
· Using project management methodology, plan, scope, and deliver projects on time, within budget, and to a high standard, ensuring they meet the requirements of the business
· Use a combination of data analysis, user research, benchmarking, and content audits to identify high-impact opportunities for improvement across all content areas


· Bachelor’s Degree educated, Post Graduate level education an advantage
· Content strategy experience a must!
· Experienced people leader
· Demonstrated excellence in rolling out and monitoring content standards
· Experience selecting and advising on the use of SDL Trisoft or similar CCMS
· Experience in the use SQL, Excel, Intermediate HTML and XML skills.
· Experience working in a global, cross-functional, multilingual team
· 6+ years of solid, proven, senior project management experience


· PRINCE2 certified or equivalent project management certification
· French, German, Italian, or Spanish language skills would be advantageous
· Master’s degree in a relevant field
· Experience with double-byte/bidirectional languages
· Demonstrated experience of web publishing technologies and search engine optimization
· Knowledge of XML and HTML

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