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Senior EU Digital Knowledge Management Leader


  • Cork
  • Not disclosed
  • Permanent full-time
  • Updated 28/03/2013
this job is expired
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Senior EU Digital Knowledge Management Leader

Amazon Customer Service is looking for a Senior EU Knowledge Management Leader” to provide strategic direction and leadership, around content strategy and knowledge management to a pan-European support team responsible for internal and external process and policy documentation and localization. The successful candidate will be passionate about excellent customer service, experienced in developing or leveraging innovative knowledge management tools and techniques and will bring extensive experience in leading change and empowering a team. This individual will be expected to have strong ability to successfully partner across a geographically dispersed workforce in many cultures and languages to drive results.

S/he will work closely with the global Digital Media/ Kindle Leadership to create and execute the long term strategy for providing clear and accurate information to both customers and internal Customer Service Associates (CSA)s that will reduce customer effort and increase the customer delight. S/he will also work closely with technical Customer Service teams and influence scope and requirements for new features and tools that will enable agility and accuracy to seamlessly support the overall Kindle and Digital eco system.


The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be a creative and analytical problem solver with a passion for excellent customer service. We require a demonstrated ability to plan, research, and to set priorities, handle multiple projects and meet tight deadlines.

Key Responsibilities:

  • Defining strategic vision for the EU Knowledge Management, define roadmap, assemble resources, lead the teams responsible for the implementation activities
    • Set the direction for EU Digital Knowledge Management teams, focusing on defining the processes and materials that will inform and educate while reducing customer effort
      • Work closely with software teams and product managers to drive creation of information and training materials to educate the CS network on new products, policies and services
        • Build and leverage strong internal relationships across Amazon and be able to influence internal teams to deliver the right results for the business
          • Looks for new types of useful content that can be made available to Amazon's customers and employees and can identify opportunities for improving, streamlining and incorporating into existing materials
            • Business responsibility for tools and systems used to acquire, manage, and display content to inform and educate customers and employees on products and services
              • Managing and participating in the instructional design and content development of mission critical learning programs, including but not limited to e-learning, instructor-led training, blended instruction solutions, and virtual training sessions

  • Bachelor's degree
  • Excellent written and oral communication skills with ability to present information in a professional manner to a diverse audience
  • Qualified candidates will have a proven track record in Senior Project or Programme Management experience
  • Can act decisively, promptly and confidently
  • Negotiation and influencing skills; able to listen to and persuade others based on sound logic
  • Results orientated and able to step back and look at the bigger picture
  • Able to lead through ambiguity, and possess a preparedness to get involved and do what is necessary to get things done
  • Eagerly challenges the status quo, questioning existing practices, problem solving and formulating effective process change
  • Analytical thinker with a proven ability to probe, question and deep dive business operations and processes
  • Should have proven track record in leading large scale complex cross-functional projects or programs
  • Willingness to support several projects and initiatives at one time, and to accept reprioritization as necessary

  • MBA or Master's degree in a relevant field
  • Demonstrated ability to solve problems and translate customer needs into business and product requirements
  • Past experience with customer support, digital technologies, and consumer products
  • Experience working in editorial localization
  • English required, additional European language is a plus


Ref: 96756_
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