Sr Program Manager, Content Development, Amazon Shipping

Overview

As Senior Content Program Manager at Amazon Shipping, you own the end-to-end content strategy across client-facing and internal support channels. You will build a scalable framework for SOPs, help docs, policy updates, and product launches, ensuring accuracy and accessibility. Your work fuels our AI strategy, shaping machine-readable content that powers personalized guidance and real-time support. You lead cross-functional initiatives to reduce escalations, improve content quality, and drive self-service adoption at scale. This is a chance to shape how thousands of shippers experience Amazon through strategic, data-driven content programs.

Responsibilities

• Design and own end-to-end content strategy for external clients and internal support associates across SOPs, help docs, policies, and product launches
• Benchmark content quality against industry leaders, set measurable goals, and establish review mechanisms for continuous improvement
• Lead cross-functional program management across technology, legal, marketing, operations, and commercial teams with clear milestones and accountability
• Define taxonomy, structure, and quality standards to make content machine-readable and AI-ready for accurate, contextual information delivery
• Lead development of interactive video and multimedia experiences to simplify complex topics and boost self-service adoption
• Author and steer high-judgment business reviews and leadership documents (MBRs, QBRs, VP goal reviews) with status, risks, and mitigations
• Develop and maintain playbooks and process docs to standardize and scale content programs across the organization
• Navigate ambiguity and structure complex problems into actionable plans while managing multiple workstreams

Key requirements

• Experience using data and metrics to drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Experience in program or project management
• Experience in content creation or copy editing, including online publishing

• Clear and concise communication across all levels
• Ability to navigate ambiguity and structure complex problems
• Analytical rigor combined with creative vision
• Strong cross-functional collaboration and stakeholder management
• Data and analytics for measurement and improvement
• AI/ML, GenAI, Analytics, Database, and/or Storage familiarity

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