Content Coordinator

Amazon is a multi-national technology company and being proficient in English is a required qualification. CVs must be submitted in English a our recruitment team works in several jurisdictions. - 1+ years of experience in Customer Service and/or Back-Office in corporate environments. - Proficiency in MS Excel functions and formulas (Concatenate, VLookUp, Pivots, CountIf). - HTML Proficient AND/OR proven experience in content writing. - Advanced English proficiency (C1 level).

This is a position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

The Content Sr Specialist is responsible for coordinating all process documentation related to programs within scope, starting with managing the intake process for new procedures or changes, controlling SLAs for this queue, assigning milestones to different contributors and approvers, uploading new versions in the corresponding documentation platforms and executing communication plans and trainings to all impacted stakeholders. This role also ensures that a systemic documentation review happens at least once a year, partners with Training and Quality to maintain SOPs updated and ready to be used by Specialists and promotes the use of official channels to escalate process workflow opportunities. The functions of this role are key to achieve standardization through standard work, which uses written SOPs as the main tool to train and guide Specialists on how to perform investigations. An updated and well-structured Content function also serves as the primary reference guide for QA program to measure compliance with SOPs and ensure that resolution remains standard across similar disputing and coaching scenarios. This role requires ability to work with low supervision, critical thinking, efficient task prioritization, good communication (written and oral) and project management skills. This individual should be a proven Subject-Matter Expert (SME) with sufficient process knowledge to analyze suggestions, involve the correct contributors and connect dots across other SOPs and programs that could be impacted as a result of any approved change. The Content Sr Specialist works locally with Training, Quality Assurance, Workforce, IOT Managers and Specialists. At network level, with Program Managers (PM), Infraction Owners (IO) and Sr Leadership.

Key job responsibilities

Job responsibilities include but not limited to:

- Ensure IOT specialist have accurate and timely access to updated documentation on SOPs, guidelines, SLA’s Metrics description, process updates, contact information, etc.
- Ensure SOP or process changes are documented, approved and released to all IOT organization, ensuring alignment across departments.
- Oversee standard work guidelines are applied to all IOT content initiatives.
- Provide and request training session on processes updates.
- Prepare, update and review content material such as SOPs, guidelines, internal policies, etc..
- Ensure processes have been tested and that they comply with the IOT SLAs requirements
- Verify all processes have been properly communicated and documented.
- Identification & implementation of improvement opportunities/automation to enhance process efficiency, quality and customer experience with measurable impact
- Comprehensive understanding of IOT SOPs and QA resolution codes.
- Responsible for quality, root cause analysis on process & quality gaps and recommend corrective actions.
- Support on Creation and maintenance of knowledge took such as Wiki
- Content Portal, etc.
- Flagging any updates received from stakeholders on process to the IOT Organization.
- Active participation in stakeholder calls, leading and documenting the discussions
- Conduct feedback sessions, training need identification (TNI) and maintenance of quality records and documentation.

This is not a virtual position. Due to the current situation caused by COVID-19, if selected for this role, all necessary equipment will be sent for you to work from home. However, once our company provides clearance, you will be required to continue working from our SJO15 building, located in the America Free Zone (AFZ), Cariari, Heredia.
- Bachelor's degree in process or concluded in any field. - Training and/or Designing Experience - Six Sigma Green/Yellow belt certified. - SQL proficient. - B2 proficiency of higher in: Portuguese, French, Italian, German and/or Mandarin.