What are the responsibilities and job description for the Customer Operations Process and Compliance Writer, Kuiper Global Customer Operations position at Amazon?
DESCRIPTION
Project Kuiper is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.
We are hiring an experienced Content Writer to write all agent and installer facing SOPs, talk tracks, documents, process flows, content, etc. so they can quickly help the customers resolve issues. In this position, you will engage internal subject matter experts to take content from initial idea through to final deliverable. You will ensure content is high quality and effective when localized to applicable regions.
The successful candidate is prolific with written deliverables and can effectively prioritize competing projects, making trade-offs between depth and completeness as needed. You have experience working with internal partners to move projects forward and remove roadblocks while maintaining a high level of professional communication. You understand that SOPs are ever-changing and will need continuous improvement. You are a critical thinker who steps into your downstream customers shoes to make content engaging and easy to follow. You have an iterative mindset and bring new ideas to the table to improve content quality and internal workflows.
Key job responsibilities
• Write Customer Support and Field SOPs,
policies, documents, process maps, and scripts.
• Research CSA and Installer pain points using
feedback (anecdotes, process gaps, comments)
to inform SOP updates.
• Manage multiple content projects at once,
taking projects from research through to final
deliverable.
• Coordinate deliverables such as source
material and script feedback from internal
subject matter experts, stakeholders, and
colleagues.
• Devise content strategy for new learning
pathways and topics based on research,
content gaps, and existing content
performance.
• Proactively anticipate CSA and Installer needs,
investigate underlying issues, and create short
and long-term documents to bridge the gaps.
• Strong commitment towards goals and
outcomes to ensure completion within
established time frames.
• Proposes content experiments and internal
workflow improvements to improve efficiency
and quality.
• Peer review deliverables from other members
of the team.
• Ability to report on metrics, articulate
timelines, and own management of team tools
(i.e. wiki).
• Assist with general CS and Field team
programs as needed.
Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
BASIC QUALIFICATIONS
- 3 years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- 3 years of experience as a content writer and/or standardization experience
- Strong bias for action and the ability to prioritize competing to meet deadlines
- Professional verbal and written communication skills
PREFERRED QUALIFICATIONS
- 2 years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Professional background working directly with clients or stakeholders and iterating work based on feedback
- Previous experience researching complex topics or audience needs
- Comfortable working in a goal-oriented, deadline-driven environment
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Salary : $104,100 - $185,000
