Key job responsibilities
The Training Launch Content team (TLC) is seeking a Content Strategist with strong ownership who enjoys developing strategies and resources that improve the agent and customer experience at Goodreads.
This role will own and drive the strategy for how and when to use customer-facing blurbs. The ideal candidate has experience digging into data to discover pain points and developing content strategies to resolve identified problems.
This person must have deep expertise in content creation, and will deliver on complex projects on tight deadlines and work comfortably in an environment with competing priorities.
Demonstration of using sound business judgment to make quick decisions under pressure in ambiguous situations is key. The role will support customer service and content risk management teams across a global network.
The Content Strategist will :
Develop and drive email blurb strategy
Collaborate with stakeholders to align and optimize customer-facing blurb to address performance gaps, contact reduction, and first contact resolution
Develop and implement a knowledge center strategy
Evangelize internal content writing standards that reflect the voice of Goodreads
Define, manage, and communicate content effectiveness metrics
Define customer and employee use cases and processes for new or changing products or business launches
Advocate for the customer
About the team
Our mission is to help people discover books they love and get more out of reading. That includes our employees! We have book perks and book clubs to engage with each other.
In addition to Amazon's Leadership Principles, we also embrace unique Core Values such as Be Humble, Create Fun and Always Be Learning, Always Be Teaching, and Be Passionate.
We celebrate diversity, equity, and inclusion.
Basic Qualifications :
Experience managing content projects, including coordinating with other teams
Bachelor’s Degree or the equivalent in Literature, Journalism, Technical Communications, Information Sciences, or related discipline
Project management experience
Preferred Qualifications :
Experience with information architecture
Experience defining and improving SOPs and customer-facing blurbs in a business environment
Experience working with product and business stakeholders at various levels as part of a global team
Demonstrated success at learning and explaining business processes
Ability to analyze customer-related data and draw conclusions, leading to improvement initiative recommendations
Functional knowledge of Microsoft systems including Word, SharePoint, Visio, Excel and PowerPoint
Strong analytical skills to identify patterns, outliers, and opportunities
Experience with lean and / or Six Sigma tools or concepts