Customer Operations Process and Compliance Writer, Kuiper Global Customer Operations

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

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

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
• 3+ years of experience as a content writer and/or standardization experience
• 3+ years of experience managing multiple projects that require coordination with internal teams and/or clients
• Strong bias for action and the ability to prioritize competing to meet deadlines
• Professional verbal and written communication skills

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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.

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