As the world’s largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services. AWS Support teams span across the globe and implement innovative cloud computing solutions and solve technical problems. As a Knowledge Manager, you will be at the forefront of this transformational technology. You will be equipping our customers with required tools & tactics to optimize their product and support investment while assisting global companies and developers to help run their mission-critical applications 24/7/365. Would you like to equip customers with the latest cloud computing technologies? We believe that world class technical support is critical to customer success. If you are looking for your next great career adventure, please consider joining us.
AWS is deeply committed to leading the web services marketplace, and one of the key measures of success is to support the vibrant community of developers who consume our products and services. To support this, the AWS Knowledge Services and Information Experience team play a vital role in creating knowledge content for our AWS support team and our customers.
Key job responsibilities
AWS has an opening for a Knowledge Manager, who thrives in a dynamic fast-paced environment and has a strong technical writing, editing, and employee-development background. You will be responsible for developing and managing the writers on a team that creates knowledge base content, improves existing content and manages feedback loops with customers. As a technical leader, you set the standard for excellence for our content, ensuring that we deliver technically accurate, well-written, simple, and customer-focused content. You’ll help set and be expected to deliver on new business goals, as well as improving the quality of existing content. You’ll also collaborate with other teams on shared goals and efforts. Be able to self-direct, and prioritize assignments. Conceptualize technical and functional content, while turning it into something task-focused that customers enjoy consuming.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
The ideal candidate is passionate about the AWS customer experience, the success of AWS Support, and about cloud computing. Candidates should have experience is writing, editing, coaching, and program management. To meet the required qualifications for this role, candidates should:
Have at least 10 years of technical communication experience.
• Have at least 5 years of people management experience.
• Possess a Bachelor’s degree in a related field, or have equivalent professional or military experience.
• Have experience in developing, creating, and supporting content for developers and systems administrators.
• Have familiarity with data collection and evaluation to drive content performance.
• Use content publishing tools to write, format, manage, and publish technical content for the web.
PREFERRED QUALIFICATIONS
It is preferred that candidates also have:
• Strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the customer experience.
• Obsess about the customer experience, never settle for good enough, and continually inspire others to advocate on behalf of the customer.
• Master’s degree in a related field.
• Experience with technical customer service organizations.
• Familiarity with AWS services.
• Project management experience.
• Managing content in a knowledge management or content management system.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,000/year in our lowest geographic market up to $212,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.