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Senior Content Experience Program Manager, Customer Service Stores Solutions - Job Opportunity at Amazon UK Services Ltd.

London, GB
Full-time
Senior
Posted: February 22, 2025
Hybrid
GBP 75,000 - 95,000 annually based on London market rates for senior program management roles at major tech companies

Benefits

Global career opportunities with industry leader
Cross-functional exposure across multiple regions
Professional development in content strategy and UX
Work with cutting-edge customer service technologies

Key Responsibilities

Lead strategic content experience initiatives impacting millions of customers annually
Drive cross-functional collaboration across global teams including product, design, and research
Manage complex transformation programs for internal and external CS products
Guide user-centered design approaches for content development
Facilitate workshops and drive stakeholder alignment
Oversee program planning, budgeting, and delivery metrics

Requirements

Education

Bachelor's degree required, Master's degree or MBA preferred in business, operations, human resources, adult education, organizational development, instructional design or related field

Experience

Senior level experience in program management and content strategy

Required Skills

Program/project management methodologies Data and metrics analysis User-centered design expertise Cross-functional team leadership Stakeholder management Workshop facilitation Change management Vendor relationship management
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Sauge AI Market Intelligence

Industry Trends

Content experience roles are increasingly critical as organizations focus on scalable, personalized customer service solutions The convergence of content strategy and user experience design reflects broader digital transformation trends Growing emphasis on data-driven content optimization and performance measurement in customer service

Role Significance

Large matrix organization with 10-15 direct cross-functional team members and broader stakeholder network of 50+
Strategic leadership position with direct impact on global customer service operations and experience design

Key Projects

Global content strategy standardization initiatives Customer service platform transformation programs Content accessibility and localization projects User experience optimization programs

Success Factors

Strong ability to balance technical, business, and user experience requirements Excellence in stakeholder management across global teams Data-driven decision-making capability with strategic vision Deep understanding of content strategy and user-centered design principles

Market Demand

High demand with growing trajectory as companies invest in digital customer experience transformation

Important Skills

Critical Skills

Program management expertise with focus on content and UX Strategic thinking and stakeholder management Data analysis and performance measurement Cross-functional leadership and collaboration

Beneficial Skills

Knowledge of AI/ML applications in content delivery Experience with accessibility standards Understanding of multiple languages and cultural contexts Agile and waterfall methodology expertise

Unique Aspects

Rare opportunity to impact millions of customers through content strategy
Global scope with significant autonomy and resources
Intersection of content, technology, and customer experience at scale

Career Growth

2-4 years in role with demonstrated impact before advancement opportunities

Potential Next Roles

Director of Content Strategy Head of Customer Experience Global Program Director Senior Product Leadership roles

Company Overview

Amazon UK Services Ltd.

Amazon leads global e-commerce and cloud computing, known for customer-centric innovation and large-scale operations

Top-tier technology company with significant market influence and resources for strategic initiatives
Major presence in London with significant investment in UK/European operations
Fast-paced, data-driven environment with emphasis on ownership and innovation
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