Amazon - Dallas, TX
posted 5 months ago
Join AWS and lead a talented team of technical writers and editors in developing and maintaining high-quality support content that empowers millions of users worldwide. As the AWS Knowledge Manager, you'll drive the entire knowledge management lifecycle - from strategic planning and content production to dissemination and continuous improvement. Your leadership will ensure that our support resources are clear, actionable, and tailored to meet the diverse needs of our customers, directly contributing to their success and the growth of AWS. This role offers the opportunity to make a significant impact on our global customer base while fostering a culture of collaboration and innovation. In this position, you will lead the development and implementation of the self-service knowledge management lifecycle, ensuring the quality and accessibility of support resources for AWS customers and internal support teams. Your role will involve strategic planning, producing, disseminating, assessing, and maintaining knowledge resources across multiple products and customer segments. You will design and implement comprehensive knowledge management strategies and content roadmaps that align with AWS's business objectives, ensuring that knowledge resources are easily accessible and up-to-date. You will oversee and participate in the creation, curation, and maintenance of knowledge content, including articles, FAQs, and documentation, ensuring content accuracy and relevance. As a team leader, you will manage and mentor a team of technical writers and editors, fostering a culture of excellence, collaboration, and continuous improvement. Collaboration with cross-functional teams, including engineering, product management, and AWS support, will be essential to gather insights and incorporate feedback into knowledge resources. Continuous evaluation and improvement of knowledge management processes and tools will be part of your responsibilities, implementing best practices and innovative solutions to enhance knowledge delivery and user experience. Additionally, you will provide training and support to internal teams on knowledge management tools and practices, promoting a culture of knowledge sharing and continuous improvement. Metrics and reporting will also be a key aspect of your role, as you develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives, using data-driven insights to make informed decisions and drive improvements.