Content Manager, Amazon Games, Player Experience

At Amazon Games, we believe in ground-breaking games that can redefine the boundaries of player experience. Are you a gamer? Are you passionate about relentlessly advocating for the best customer experience through strong partnerships with the various business teams? Do you thrive in a fast-moving culture where customer obsession and the ability to think on your feet are highly valued?

The Amazon Games player experience team acts as the centralized customer experience bar raisers between internal Customer Service, outsourced Customers Service, Game Development, Business teams and Amazon’s customers.
We are seeking a Content Manager to support writing, development, and editing of policies, product guidance, and articles that enables our support and Trust & Safety teams to provide quality help to players.

A successful candidate will be resourceful, customer-focused, and team-oriented. You will have an ability to work independently under time constraints to meet deadlines, and will have a proven track record in writing high-quality content. The ideal candidate will have experience successfully collaborating with product, program, UX, and technical partners. You are a self-starter, comfortable with ambiguity in a fast-paced and ever-changing environment.

In this position you will:

- Be a subject matter expert on the front and back end of our games and the support issues our players experience.
- Show a passion for continuously improving the customer experience.
- Assist in the creation of policies, strategies and processes to enhance the player experience and interaction with customer support.
- Draft and edit support policies, runbooks, customer support tooling documentation, and internal communication updates.
- Assist in maintaining up-to-date support articles and training for our larger customer support group by providing input and reviewing content created by partner teams.
- Monitor support channel messaging to collect incoming and outgoing interactions for updated training content, guidance and clarification.
- Develop and maintain key relationships with internal stakeholders.
- Delivering qualitative and quantitative reporting.
- Find ways to continually improve player communication programs and processes.

About Us
Amazon Games applies the principles of Amazonian culture to the world of game design. We have a diverse team of talented, creative people pairing their love of making games with the unique strengths that come with being part of Amazon. Across all of our teams and locations, we are united by a common purpose: to share great gaming experiences with customers around the world. We believe in a future where everyone is a gamer and everyone can create, compete, collaborate and connect through games, and we are looking for the right people to help us build that future. With the power of Twitch and AWS at your fingertips, you will have the chance to innovate in gameplay, creativity, marketing, and technology, while working alongside some of the smartest and most creative minds in the industry.

Inclusive Culture, Work/Life Balance, & Career Growth

We embrace our differences and are committed to furthering our culture of inclusion. We offer ten employee-led affinity groups with 190 global chapters, innovative benefits, and annual and ongoing learning experiences (including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences). Our team also puts a high value on work-life balance and offers flexible working hours. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. Additionally, our team is dedicated to supporting you with mentorship and pathways for ongoing development. We have a broad mix of experience levels and tenures, and are building an environment that celebrates knowledge sharing and promotes career choice.

We are open to hiring candidates to work out of one of the following locations:

San Diego, CA, USA

Basic Qualifications

- Bachelor's degree or equivalent
- 2+ years of program or project management experience
- 2+ years of professional writing or content creation experience for games
- A strong passion for video games and the gaming community
- Excellent written and verbal communication skills
- Excellent interpersonal relationship skills

Preferred Qualifications

- Education background in writing or language arts or communication
- Experience using Contentful or similar content management systems
- Experience managing a localization pipeline or uploading localized content

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 $47,500/year in our lowest geographic market up to $107,200/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.