Job Description
We are seeking an experienced Senior Manager to define and drive our Customer Service Multimedia Strategy. The Senior Manager will lead the Multimedia Studio shaping how millions of customers consume Customer Service content through innovative multimedia solutions. The Senior Manager will be responsible for developing high-quality multimedia content that helps customers learn about Amazon policies resolve common issues and effectively use Amazon products and services. Brand management is key to this role as you will produce creative content that engages customers and adheres to our strict brand requirements. This role will lead a small team and manage vendor operations with a dedicated studio facility creating scalable multimedia solutions that reduce customer effort and improve the overall customer this role you will be responsible for a multimillion-dollar P&L.
This is a high-visibility role requiring strategic vision cross-functional influence and operational excellence. Youll partner with senior leaders across Customer Service Stores Product Technical Marketing and PR teams to transform customer education and self-service experiences at global scale. Youll drive innovation in emerging multimedia technologies while building a world class multimedia organization that sets the standard for customer facing content.
Key job responsibilities
Strategic Leadership and Vision
Define and execute the multimedia content strategy for Amazon help content troubleshooting guides and customer education materials
Establish a bold vision for how multimedia solutions reduce customer effort improve self-service success rates and elevate the end-to-end customer experience
Drive innovation in emerging technologies including AI-generated content interactive media and immersive experiences to continuously raise the bar for customer education
Partner closely with PR to ensure our content promotes the Amazon brand
Operational Excellence and Execution
Influence cross-organizational content strategy standards and best practices across partner organizations establishing the team as the center of excellence for multimedia production
Lead end-to-end video production from concept through post-production ensuring content meets quality standards and brand consistency across all Customer Service multimedia productions
Develop innovative approaches to visualize complex technical concepts and troubleshooting steps for diverse customer audiences
Establish content frameworks and templates that enable scalable production across multiple product and service categories
Team and Organizational Development
Lead mentor and develop multimedia content producers and specialists
Foster a culture of innovation quality and customer obsession within the studio team
Set clear goals provide regular feedback and drive professional development for team members
Establish mechanisms for knowledge sharing capability building and talent development that raise the bar across the team
Studio Operations Management
Oversee all aspects of dedicated studio operations including equipment facilities scheduling and production workflows
Implement and optimize production processes to maximize efficiency and output quality
Manage studio budget resource allocation and capacity planning
Ensure studio equipment and technology remain current and meet production needs
Vendor and Partner Management
Select onboard and manage relationships with production agencies post-houses and other external partners
Negotiate contracts manage vendor performance and ensure delivery against SLAs
Coordinate with vendors on specialized production needs overflow capacity and technical expertise
Build and maintain a network of trusted production partners
Maintain strict budget requirements and auditing
Stakeholder Management and Impact
Partner with Customer Service leadership to identify high-impact content opportunities that reduce contact drivers
Present production plans timelines and results to senior leadership
Measure and report on content effectiveness customer satisfaction impact and operational metrics
Advocate for multimedia solutions across the organization and influence content strategy
- Bachelors degree in film media production marketing
- 8 years of experience in video production multimedia content creation or related field
- 5 years of people management experience including leading creative or production teams
- 3 years of experience managing studio operations or production facilities
- Proven track record of vendor management and external partner relationships
- Experience developing customer-facing instructional or educational video content
- Strong understanding of video production workflows equipment and post-production processes
- Demonstrated ability to manage multiple projects simultaneously and meet deadlines
- Experience working cross-functionally with product technical and business teams
- Strong analytical skills with ability to measure content effectiveness and drive data-informed decisions
- Masters degree in film production Communications or related field
- 10 years of experience in multimedia content production with focus on technical or instructional content
- Experience in consumer electronics technology or e-commerce industries
- Background in customer service customer experience or support content development
- Experience with Amazon devices Alexa or similar smart home technology
- Proven success scaling content production operations and building efficient workflows
- Experience with localization and adapting content for global audiences
- Knowledge of accessibility standards and inclusive design for video content
- Familiarity with content management systems digital asset management and workflow automation tools
- Track record of innovation in video production techniques formats or distribution methods
- Experience managing budgets of $1M annually
- Strong presentation skills with experience influencing senior leadership
- Demonstrated ability to build and develop high-performing teams
- Experience with agile or lean production methodologies
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 180300.00 - 244000.00 USD annually
Required Experience:
Manager
Job Tags
Full time, Flexible hours