Sr Program Manager, Content Development, Amazon Shipping

Description Amazon Shipping is seeking a Senior Content Program Manager to own our end-to-end content strategy across client-facing and internal support channels. You will design a comprehensive content framework covering SOPs, help documentation, policy updates, and new product launches, ensuring every piece is accurate, accessible, and built for the audiences it serves. You will benchmark against industry leaders, establish measurable goals to track content quality and effectiveness, and hold cross-functional stakeholders across technology, legal, marketing, operations, and commercial teams accountable to their deliverables. A core part of this mandate is reducing support escalations by ensuring clear, actionable answers are available before a contact is ever created. Content is the foundation of our AI strategy, and this role sits at the center of that vision. Every help article, SOP, and policy document developed here will feed directly into our AI tools, powering personalized, context-aware summaries and real-time guidance for associates managing complex support cases. You will define the taxonomy, structure, and quality standards that make content machine-readable and AI-ready, ensuring our models surface the right information at the right moment. Beyond written content, you will lead the development of interactive video experiences that translate complex operational topics into simple, intuitive formats that drive self-service adoption. The ideal candidate brings a combination of analytical rigor and creative vision: someone who can build a content measurement framework from scratch, identify gaps through data, and translate ambiguous business needs into structured, scalable programs. You thrive in fast-moving environments, communicate with clarity across all levels of the organization, and understand that great content is not just well-written but strategically designed to move metrics. If you are energized by building something meaningful from the ground up and want your work to directly shape how thousands of shippers experience Amazon, this role is for you. Key job responsibilities - Design and own the end-to-end content strategy, building a scalable framework that covers SOPs, help documentation, policy changes, and new product launches for both external clients and internal support associates - Benchmark content quality and effectiveness against industry leaders, define measurable goals, and establish review mechanisms to track performance and drive continuous improvement - Lead cross-functional program management across technology, legal, marketing, operations, and commercial teams; define milestones, track progress, and hold stakeholders accountable to individual deliverables - Define the taxonomy, structure, and quality standards that make content machine-readable and AI-ready, ensuring our tools surface accurate, personalized, and context-aware information at the right moment - Lead the development of interactive video and multimedia experiences that translate complex operational topics into simple, intuitive formats, reducing cognitive load and driving self-service adoption - Author and lead high-judgment business reviews and leadership documents, including MBRs, QBRs, and VP goal reviews, with clear commentary on program status, risks, and mitigations - Develop and maintain playbooks and process documentation to standardize and scale content programs across the organization - Navigate ambiguity with confidence, structuring complex problems into clear, actionable plans while managing multiple workstreams simultaneously Basic Qualifications - Experience using data and metrics to determine and 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 Preferred Qualifications - Experience leading process improvements - Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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. 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