Sr. Author Experience Manager, Amazon Books

Amazon • Charleston, SC, US • 1m ago

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?

Amazon's Kindle Direct Publishing (KDP) has enabled independent authors to reach the millions of readers who shop on Amazon. KDP's Author Experience team, working with partner teams including Customer Service, Product, and Marketing, helps authors and publishers grow their business while making more great books available to readers. Externally, Author Experience Managers (AEMs) support our highest-value authors and publishers who use KDP. Internally, AEMs represent the Voice of the Author to partner teams, leveraging insights to influence how KDP builds and launches the programs and services authors rely on.

We are seeking a driven, influential, self-sufficient, experienced professional to own our highest-value author and publisher relationships and define how KDP engages and supports them. The Senior 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. You will define the approach where none exists, working with limited guidance to turn undefined author needs into clear plans and programs. Opportunities await strong candidates looking for a fast-growing, dynamic, challenging, innovative, and fun work environment. This is a unique opportunity to be a key part of an organization 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, including managing the lifecycle of complex initiatives from idea through launch and iteration, 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, you will:
- Deliver superior account support in a timely, accurate, and friendly fashion
- Represent the business externally through your account support and by attending in-person author events
- Identify and drive timely resolution of complex author-impacting issues by escalating effectively and unblocking partner teams
- Use high judgment and leverage customer insights to advocate for the optimal experience
- Improve how KDP represents and prioritizes author needs, using written narratives to influence partner teams and senior leadership
- Partner with Product and GTM partners to develop launch strategies and support complex author-facing initiatives
- Support author marketing efforts including social media, event planning, launch content and adoption, and title demand
- Provide clear oral and written communication externally to accounts and internally to business stakeholders
- Create, streamline, and deprecate processes to build predictable, scalable mechanisms
- Mentor and develop other team members and participate in hiring