Content Strategist – Support Experience (Advertising Support)

About the role

Amazon Ads is looking for a Content Strategist to own, document, and continuously improve the internal processes and SOPs that power advertiser support associates and AI‑driven solutions. You will shape how the team resolves advertiser contacts, using data‑driven prioritisation and strong stakeholder collaboration to deliver measurable impact.

Key responsibilities

• Own the full lifecycle of content projects, from planning and process mapping to post‑launch measurement and iteration.
• Document, standardise, and continuously optimise core internal processes used by support associates and AI‑driven tools.
• Lead process‑improvement initiatives to streamline workflows, boost productivity and enhance support effectiveness.
• Monitor KPIs and content metrics, identify gaps, and drive further enhancements.
• Use data analysis, contact analysis, end‑user research and content audits to prioritise work.
• Advocate for upstream tool and process improvements rather than relying solely on documentation.
• Manage multiple projects simultaneously, ensuring timely delivery and alignment with organisational goals.
• Communicate project status and progress to leadership and business partners regularly.
• Develop deep expertise in Amazon’s DSP features and the programmatic advertising landscape.

Required profile

• 4+ years of professional experience in content strategy, documentation or related fields.
• Strong knowledge of programmatic advertising and demand‑side platforms (DSPs).
• Proven ability to balance competing priorities and deliver high‑impact content on schedule.
• Excellent analytical mindset with a focus on measurable results.

Required skills

• Programmatic Advertising
• Demand‑Side Platform (DSP) knowledge
• Content Strategy and Process Mapping
• Data Analysis for content prioritisation

What we offer

• Opportunity to influence advertiser support at a global scale.
• Collaborative environment with cross‑functional teams.
• Access to Amazon’s advanced AI‑driven support tools.