Please note that this is a contract role providing services to Amazon via Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Amazon.
Amazon are seeking an Instructional Designer, whos main role will be in assisting CSA's to gain a better understanding of the 'Prime Air' product and processes.
Duties:
- Development of Help Content (40%): Produce content (blurbs, emails, FAQ text) that helps our customers and CSAs to understand Prime Air product and processes.
- Creation of Standard Operating Procedures (30%): We need to document operational SOPs and SLAs to streamline customer support operations across teams. Contact transfer and escalation paths are documented by the IDS resource as well to ensure timely customer contact resolution.
- Orchestrating Content Updates across PO (15%): Help Content Updates require cross-functional collaboration (e.g., Launch Lead, Marketing, Product, etc.) to ensure information is portrayed accurately. The ID also owns the Help Content approval process with Legal and Leadership (L8 level) through Amazon Approvals.
- Facilitation of CSA onboarding trainings (10%): Whenever we onboard CSAs (next onboarding date: 5/22), we need to run trainings to introduce them to PA Help Content, SOPs and Policies.
- Customer Contact Management (5%): The IDS actively manages our email channel (customeronboarding@amazon.com) to answer customer questions and resolve potential delivery issues.
The ID statement of work is a permanent one. Every Customer Support team in Amazon owns Instructional Design resources (usually blue badge, that are always based in the respective marketplace the content is needed for (in our case the US).
Location: Seattle (Hybrid 1 day a week)
Contract length: 5 Months
Pay Range: $33 - $38 per hour
AGS is an equal Opportunity/Affirmative Action Employer (M/F/Disability/Veterans). We Will consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law.