- Ensures customer facing language is friendly, succinct, positive, and helpful.
- Make data driven decisions to support the prioritization of content development.
- Partner cross-functionally with team stakeholders on launches requiring updates to the Help site and CS blurbs.
- Develop and drive Help site improvements using KPIs to understand customer needs and create and manage blurbs, articles, and references for CS agents.
- Collaborate with stakeholders to align and optimize customer-facing content to address performance gaps, contact reduction, and first contact resolution.
- Evangelize internal content writing standards that reflect the voice and style of IMDb.
- Define, manage, and communicate content effectiveness metrics.
- Define customer and employee use cases and processes for new or changing products or business launches.
- Manage localization needs, strategy and delivery for help site and CS blurbs.
- Experience in program or project management
- Experience with Excel
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
IMDb Program Mgr, Amazon - Bristol, United Kingdom - IMDB Services Limited
Description
Do you love movies and are you someone who cares about delivering impactful customer experiences, and wants to be involved in delivering high quality help content to enhance the experiences for customers? IMDb is looking for a Content Strategist Program Manager to create and maintain high-quality, customer centric content consumed by IMDb customers, contributors and internal customer service.
The IMDb Program Manager role will own improvements for customer facing content including the IMDb help site, customer-facing language and blurbs.
They are responsible for creating new and iterating on existing documentation, ensuring all content meets IMDb' style guide, is relevant, accurate, digestible and accessible for all users across multiple locales, skill levels and devices.
To excel in this position, you will also be comfortable working in a fast-paced, high-energy environment.You must be used to dealing with tight deadlines and multiple stakeholders, and have a proactive approach to problem solving.
You will have experience diving into data to discover pain points and developing a strategy that solves those problems.You will have experience with questioning existing practices and implementing continuous improvement efforts. You possess excellent writing skills and will have experience in developing support content.
This is an individual contributor role and does not directly manage others.
Key job responsibilities
The ideal candidate has experience digging into data to discover pain points and developing content strategies to resolve identified problems.
This person must have expertise in content creation, and will deliver on complex projects on tight deadlines and work comfortably in an environment with competing priorities.
Demonstration of using sound business judgment to make quick decisions under pressure in ambiguous situations is key.About the team
The IMDb database is continually growing, thanks to a vast contributor community of entertainment professionals and companies, IMDb staff, individual contributors and other trusted sources.
IMDb content is integrated into strategically important parts of Amazon and AWS businesses, including Amazon Fire TV, Alexa, and X-Ray on Prime Video.
IMDb licenses information from its vast and authoritative database to third-party businesses, including film studios, television networks, streaming services and cable companies, as well as airlines, electronics manufacturers, non-profit organizations and software developers.
We are open to hiring candidates to work out of one of the following locations:Bristol, BST, GBR
BASIC QUALIFICATIONS