Content operations are at the heart of Amazon's Customer & Partner Trust mission. We are known for our accuracy, clarity, and commitment to delivering content that empowers investigators, sellers, and customers worldwide. Our editorial teams produce and maintain thousands of content assets including standard operating procedures (SOPs), customer communications, email templates, notifications, and operational guides that drive consistency and quality across Amazon's global CPT organization. This role provides editorial leadership, content strategy, and operational support across Amazon's Customer & Partner Trust ecosystem. You will partner closely with Operations, Policy, AI/Automation, Analytics, and cross-functional teams to ensure content is accurate, accessible, and continuously improved. Together, we take ownership for what we do, whether developing content strategies, launching new editorial programs, driving AI-powered content innovation, or ensuring our teams have the knowledge they need to protect customers and sellers every day. Key job responsibilities - Hire, train, and develop a team of Content Developers, fostering a culture of continuous learning, curiosity, and professional growth. - Establish and maintain editorial standards including style guides, quality frameworks, and content governance processes that ensure consistency across all SOPs, customer communications, and notifications. - Partner with management and cross-functional stakeholders to provide editorial expertise and drive continuous improvement of content solutions across CPT. - Build and maintain positive, productive relationships with operational partners, policy teams, AI/automation teams, and other stakeholders across Customer & Partner Trust. - Lead content programs and launches including new content initiatives, SOP consolidations, and editorial process improvements. - Plan, organize, schedule, and supervise the day to day editorial operations, including content creation, review cycles, approvals, and publishing workflows. - Measure, monitor, and maintain the team's ability to meet or exceed content delivery SLAs, quality metrics, and stakeholder satisfaction targets. - Develop and maintain editorial policies, procedures, style guides, and content processes. - Drive content strategy by identifying opportunities to improve content effectiveness through data analysis, user feedback, and industry best practices. - Champion AI and automation by identifying, evaluating, and implementing AI powered tools and workflows that simplify content operations and add measurable value to stakeholders. - Create, manage, and support recognition and communication programs within the team. A day in the life This role leads a team of Content Developers to deliver high quality, scalable content solutions that support Amazon's Customer & Partner Trust organization. The content landscape spans standard operating procedures (SOPs), customer-facing communications, email templates (blurbs), outbound notifications, change notifications, and update notifications. Internal customers include investigators, operations managers, program teams, and cross-functional stakeholders who rely on accurate, timely content to make decisions that impact millions of customers and sellers daily. The team will leverage content management systems, editorial workflows, AI and automation tools, and data driven insights to create, maintain, and optimize content at scale. This role will drive editorial quality while building mechanisms that improve content quality, reduce cycle times, and enhance the associate, seller, and customer experience. A key focus of this role is identifying and implementing AI driven solutions that simplify complex processes and deliver measurable value to stakeholders. ### Basic qualifications - Experience using data and metrics to determine and drive improvements - 3+ years of people leadership experience - Experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience in stakeholder and communication management ### Preferred qualifications - 2+ years of driving process improvements experience - Knowledge of general AI tools - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Experience with content management systems (CMS), Basic HTML, Microsoft Word, and Microsoft Excel - Bachelor's degree or equivalent in English, communications, technical writing, or a related field, or comparable job experience 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.