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

Report this job