Position Overview The Kindle Content Process Standardization and Improvement team (PSI) is seeking a Process Specialist who shows strong ownership and enjoys creating processes that improve the content provider experience. The role will support the Content Risk Management (CRM) team and work closely with the CRM program and workflow operation teams. The successful candidate will use subject matter expertise to align SOPs to policies, create standardized processes, and write customer-facing content. Strong written and verbal English communication skills are required with a focus on building and maintaining publisher trust, protecting Amazon from risk, and first contact resolution. The Process Specialist will: · Define SOPs and deploy processes for new or changing business policies. · Investigate, analyze, and improve processes to address performance gaps. · Develop and maintain employee-facing policies as well as customer-facing blurbs. · Collaborate with stakeholders to align operational policies, SOPs, and blurbs to meet customer needs. · Participate in Kindle CRM improvement projects. · Measure effectiveness of improvements using quantitative and anecdotal data. · Review all CRM internal and external content for accuracy, completeness, and consistency. · Communicate effectively with other departments, in and outside of the Kindle CRM organization, in researching process quality issues.
• At least 1 year experience in Kindle Content • Excellent English-language skills (spoken, reading, and written) • Ability to analyze customer-related data and draw conclusions, leading to improvement initiative recommendations • Experience defining and improving processes and content in a business environment • Functional knowledge of Microsoft systems including: Word, SharePoint, Visio, Excel and PowerPoint • Familiarity with basics of HTML: Formatting text, creating tables, setting links. • Ability to multi-task & prioritize, with strong organizational and follow-up skills • Flexibility to work evening and weekend hours as needed
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.
• At least 1 year experience in Kindle CRM • Bachelor’s Degree • Experience with lean and/or Six Sigma tools or concepts • Strong analytical skills that can be used to identify patterns, outliers and opportunities • Experience with Kindle CRM admin and supporting tools • Experience in multiple Kindle Content businesses • Aptitude to quickly learn new systems and software