Global Knowledge Management Leader at Amazon

Global Knowledge Management Leader Details

Dec. 11, 2018, 7:31 a.m.
Editorial, Writing, & Content Management
Customer Service Technical and Non-Technical Teams
Seattle, Washington
Support(SDS) KM team Knowledge Management (KM)
Are you a versatile, creative leader with an obsessive focus on customer needs? Do you have a knack for turning complex information into world-class support content and training? Do you thrive in a fast-paced environment where experimentation and analysis are highly valued? If so, we’re looking for you! Amazon is seeking an experienced Knowledge Management (KM) leader for Shipping and Delivery Support(SDS) KM team. As the Senior Manager, SDS KM you will drive the global vision, strategy, development, delivery, and maintenance of support content and training for SDS contact center associates and Help content for customers. You will also lead critical projects to improve SDS KM content and training based on data, anecdotes, and input from stakeholders. This position manages an international team of trainers, instructional designers, and support content developers focused on improving customer experience and associate performance. Collaboration is a key component of this role. The successful

· · Bachelor’s degree in a relevant field · 7+ years of proven team leadership experience · 7+ years of professional experience in one of the following fields: instructional design, training delivery, support content, or information architecture · Demonstrated experience leading training development, training delivery, or support content teams within a large organization · Exceptional verbal and written communication skills · Ability to travel up to 30% (mostly domestic) ally· Preferred Qualifications · MBA or advanced degree in a relevant field (instructional design, information architecture)
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