Knowledge Manager, AWS Support ID-12939
About the position
As the AWS Knowledge Manager, you will lead a talented team of technical writers and editors in developing and maintaining high-quality support content that empowers millions of users worldwide. This role involves driving the entire knowledge management lifecycle, from strategic planning and content production to dissemination and continuous improvement, ensuring that support resources are clear, actionable, and tailored to meet the diverse needs of AWS customers.
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Responsibilities
- Lead and mentor a team of technical writers and editors.
- Develop and implement comprehensive knowledge management strategies.
- Ensure content accuracy and accessibility across multiple products and customer segments.
- Collaborate with cross-functional teams to gather insights and feedback.
- Continuously evaluate and improve knowledge management processes and tools.
- Oversee and participate in the creation, curation, and maintenance of knowledge content, including articles, FAQs, and documentation.
- Provide training and support to internal teams on knowledge management tools and practices.
- Develop and monitor key performance indicators (KPIs) to measure the effectiveness of knowledge management initiatives.
Requirements
- Bachelor's degree in Information Management, Library Science, Business, or equivalent professional or military experience.
- 6+ years of experience in knowledge management, technical writing, or a related field.
- Demonstrated project management experience.
- Proficiency in using content management systems (CMS) or knowledge management tools.
- Writing, editing, and proofreading experience.
Nice-to-haves
- Master's degree or advanced professional degree.
- Experience with AWS services and cloud technologies.
- Familiarity with customer support processes and tools.
- Strong analytical skills to interpret data and generate actionable insights.
Benefits
- Competitive salary ranging from $128,200 to $212,000 per year.
- Comprehensive medical, financial, and other benefits.
- Equity and sign-on payments may be provided as part of the total compensation package.