Project Specialist (Spanish Speaking)

We are currently looking for a Project Specialist - Spanish Speaking to join Amazon’s Kindle Customer Service Team in Cork, Ireland. Project Specialists are the ‘voice of Amazon’ for our customers through the writing, publishing and maintaining of customer-facing and internal documentation. The successful candidate will be responsible for all customer-facing and internal documentation including but not limited to online Help pages and Knowledge Centre documentation. Content is dependent on business and product team initiatives, as well as the development and clarification of customer service policies and procedures. The Project Specialist role will be responsible for identifying, and removing customer pain points to help improve the overall Kindle/Digital Customer Experience.

Responsibilities:

- Liaise with business groups to gather all relevant information for new Digital project initiatives.
- Identify areas of customer dissatisfaction with policy and procedures and work with relevant team(s) to improve the customer experience.
- Ensure communication within Digital departments for new Digital projects flows consistently and efficiently.
- Develop a comprehensive project plan for new Digital project initiatives and ensure all tasks are completed on time for launch dates.
- Develop material that effectively communicates information to internal and external audiences.
- Adhere to grammar, style, voice and structure of established Amazon editorial standards.
- Collaborate with Digital Program Managers on new initiative launches.
- Design content for Digital continuous improvements projects.
- Partnering with the business team and CS Operations worldwide to assess and prioritise program needs based on rapidly changing business requirements, develop business case for new initiatives and obtain project approvals.
- Providing Voice of the Customer reports and analytics.
- Drive Lean solutions to improve the customer experience and performance metrics to identify and challenge any negative effects on the Customer Experience prior to new launches.
- Mange emerging issues as they arise and own tracking to resolution and ensure timely and accurate communications to the CS Operations team, senior leadership and business stakeholders.

Qualifications/Experience required:

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, write and edit accurate documentation and to set priorities, handle multiple projects and meet tight deadlines.


- Bachelor's Degree in Computer Science, a Business discipline or equivalent.
- Excellent planning and organizational skills and project management skills.
- Excellent written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive).
- Excellent interpersonal and communication skills and proven ability to make and implement decisions.

Advanced computer literacy MS Office, SQL, HTML skills and the ability to learn our in-house tools quickly

- Proven ability to build relationships quickly and make and implement decisions.
- Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail given project milestones.
- Previous experience in an editorial role is desirable.
- Ability to flex and switch from one focus to another depending on what is priority for the business or team at any particular time.
- Excellent oral and written communication skills are crucial, as well as ability to think clearly and problem-solve.
- Fluent English and Spanish is required for this role due to the nature of the tasks to be completed (spoken, reading and written) and any additional EU languages will be looked on favorably.

*Candidates will be asked to complete an assessment prior to interview stage to demonstrate language and writing skills.