Sr. Information Architect, Knowledge Management, Support Products & Services

DESCRIPTION

The Support Products & Services (SP&S) team is looking for a strategic, results-oriented Sr. Information Architect to define the technical strategy, data sources, and retrieval methods of help content, advertising policies and specs used by advertisers, SOPs used by call-center associates, and support case data used by product and program managers. In this role, you will be responsible for designing the overall information architecture, including ontologies, and metadata schemas, to facilitate efficient knowledge management, and user-friendly content navigation.

As Sr. Information Architect, you will own medatada models, conditionalization, and classification schemas across our content. You will partner effectively with stakeholders and engineering teams to define both business requirements and technical strategy. You will use your exemplary data retrieval and analysis skills to deliver innovative solutions to customer problems in known or new user experiences. You will have the opportunity to directly impact the customer experience by making it easy for advertisers to grow their business using Amazon Ads.

Key job responsibilities

• Partner with engineering and product teams to assess data models and/or support the creation of proprietary logical data models that are fit for purpose to meet the business goals.
• Drive the creation and governance of data definitions, terminology standards, and taxonomy management.
• Provide design and technical support for new product launches that require new data architecture solutions.
• Create process documents, functional specifications, user stories, and other artifacts to describe the intended user experience.
• Support maximum reusability in multiple contexts by designing for high-quality, multi-format outputs in multiple languages.
• Analyze website metrics and content discovery behaviors to make data-driven decisions on optimizing our taxonomy and content models globally, owning help center search and browse performance.
• Coordinate cross-functional projects with broad range of technical and non-technical teams.
• Own a roadmap that allows for both immediate, easy-win improvements but ultimately lead to a revolutionary change in how we store and access information.

The ideal candidate will have demonstrated experience with a variety of content management systems, XML-based documentation (specifically DITA), and learning management systems. They will be comfortable working in a high change, rapidly growing environment.

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

• BS degree in Information Science, Library Science, or related field, or equivalent work experience
• 5+ years of relevant work experience working in ontology and/or taxonomy roles
• Experience translating business needs into scalable and sustainable information models
• Experience with content management systems (CMS)
• Experience with content management using HTML and XML/DITA
• Experience supporting a multi-language content/publishing environment
• Develop and manage complex data pipelines and create country specific knowledge products

PREFERRED QUALIFICATIONS

• Master’s degree in Information Science, Library Science, or related field
• Demonstrated experience identifying opportunities to optimize and automate content publishing processes
• Experience interpreting and communicating analytics
• Experience in a customer service environment
• Strong written and verbal communication skills

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 $92,400/year in our lowest geographic market up to $206,700/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.

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