Content Strategist, Support Experience, Amazon Ads, Advertising Support Product & Services

Are you passionate about developing clear, concise, and actionable process documentation? Do you thrive in a fast-paced environment where your work directly impacts team performance and advertiser outcomes? Amazon Ads' Support Products & Services (SP&S) team is seeking a Content Strategist who will own, document, and continuously optimize the internal processes and standard operating procedures (SOPs) that advertiser support associates and AI-driven solutions rely on every day. In this role, you will define and improve the content and workflows that shape how our team resolves advertiser contacts — using data to prioritize your work, metrics to measure your impact, and strong stakeholder relationships to drive upstream improvements. You care as much about good writing as you do about delivering measurable results, and you let your learnings evolve the way you approach your work.

• Key job responsibilities
• The ideal candidate has knowledge of programmatic advertising and Demand-side Platforms (DSPs), extensive content experience, and can effectively weigh competing priorities to deliver the most important content in a timely manner. The Content Strategist will:
• -Own the full lifecycle of content projects, from planning and process mapping through post-launch measurement and iteration
• -Document, standardize, and continuously optimize core internal processes used by advertiser support associates and AI-driven support solutions to address both immediate and future advertiser needs
• -Own process improvement initiatives to streamline support workflows, increase productivity, and enhance the overall effectiveness of advertiser support
• -Monitor key performance indicators (KPIs) and content metrics to measure the success of process and documentation improvements, and identify areas for further enhancement
• -Use a combination of data analysis, contact analysis, end-user research, and content audits to drive content decisions and prioritization
• -Advocate for upstream tool and process improvements, rather than patching inefficient processes with documentation alone
• -Manage multiple projects simultaneously, ensuring timely delivery and alignment with organizational goals
• -Communicate project statuses and progress to leadership and business partners on a regular basis
• -Proactively develop expertise in Amazon's DSP features, workflows, and the programmatic advertising landscape to ensure content accuracy and relevance

• About the team
• The Support Products & Services (SP&S) team’s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.

Basic qualifications

• - 4+ years of professional non-internship marketing experience
• - Experience using data and metrics to drive improvements
• - Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• - Experience managing or working within cross-functional marketing and creative teams
• - Experience in digital marketing and content production timelines and process
• - Experience developing operational content for services and support teams

Preferred qualifications

• - Experience driving projects to improve operations and support-related processes
• - Experience working with structured knowledge bases and applying accurate metadata

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.