Do you love books and authors? Do you like challenging the status-quo and are looking to lead transformative initiatives that make a tangible impact on authors, publishers, and readers? Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast-growing business?
Overview:
Kindle and Amazon's independent publishing service Kindle Direct Publishing (KDP) have revolutionized reading and the way authors of any level can engage millions of readers that shop on Amazon. KDP’s Author Experience team, working in tandem with partner teams including Customer Service, Product, and Marketing, helps further the goal of having "every book, ever written, in any language, available in 60 seconds or less" by directly supporting authors and publishers who use KDP. Externally, Author Experience Managers (AEMs) support top accounts who publish with KDP. Internally, AEMs represent the Voice of the Author to partner teams, gathering valuable insight and delivering input to help inform how KDP iterates and launches new incentives, programs, tools, and services to help KDP authors grow their business and audience.
We are seeking a driven, influential, self-sufficient, experienced professional to be a crucial front-line interface between KDP and our highest value content providers who use our independent publishing services to publish, market, and sell their content on Amazon. The Author Experience Manager plays a critical role in supporting rapid growth and scale by removing friction for authors to publish their work, and acts as an internal ambassador for independent publishing needs, enabling KDP to drive and iterate a best-in-class support system and publishing experience. Opportunities await strong candidates looking for a fast-growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a part of a revolutionary service that changes the way people read and the way authors reach and grow their audience.
The ideal candidate must be able to work at both strategic and tactical levels, managing accounts and the customer experience, improving internal operations, analyzing data, and proactively solving problems. We are seeking someone with a demonstrated history of successful vendor/account/customer relations, using customer insight and data to identify and prioritize opportunities. Flexibility and the ability to prioritize in a changing business environment will be a key to success. Our team culture is goal-oriented, collaborative, and driven to achieve results. We seek an individual who is motivated by a fast-paced and highly entrepreneurial environment.
In this position, the candidate will:
- Deliver superior account support in a timely, accurate, and friendly fashion
- Demonstrate an appropriate sense of urgency and advocacy in resolving issues
- Recognize, escalate, and communicate author-impacting issues, and drive visibility of author feedback trends to management and partner teams
- Relentlessly advocate for author and publisher needs
- Represent the business externally through your account support and by attending in-person author events
- Support launches and updates that impact authors
- Practice effective, independent use of available tools and processes to drive solutions
- Meet or exceed quality and productivity goals
- Provide clear oral and written communication externally to accounts and internally to business stakeholders
- Draft SOPs, processes, or blurbs to improve the author experience and internal efficiency
- Display knowledge of departmental resources, policies, and procedures
