Technical Writer - JM

Northstrat is looking for a talented Learning and Development Technical Writer who is ready to take charge of our model for learning, development, and training for all knowledge content required to support our customer support and field operations staff. This includes but is not limited to building the onboarding, knowledgebase, and training operational business models. This will also include the planning and delivering for our strategies for customer support and be an essential resource for our professional installation and field services network. As one of our valued team members, you will be obsessed with matching our standards for operational excellence with a relentless focus on delighting our customers.

Key job responsibilities

• Become a subject matter expert for Amazon customer service processes, Learning, Development, and Training systems

• Plan, design, research, write and edit a range of user help material, including quick reference guides, user manuals, online help, and frequently asked questions, allowing users to have access to materials when they need it and in a standardized format.

• Develop and maintain customer support knowledgebase content and the necessary Standard Operating Processes necessary for ongoing Kuiper Government Solutions Customer Support

• Implement network and vendor standard training programs for Associates and Team Leaders (i.e., participating in and conducting needs analysis, skills development classes, cross-training, calendar management etc.)

• Work to create the internal measurements of learning and training success for Kuiper Government Solutions support and operations practices

• Conduct root cause analysis, define corrective actions and ensure they are completed.

• Conduct Training sessions with internal and external parties when applicable.
  Develop a thorough understanding of customer needs and pain points related to our customer support, both existing and potential.

• Develop internal models of addressing process deficiencies  
  Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.

• Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
  Deliver end-to-end continuous improvement programs, projects and initiatives. Develop and produce metrics and reports leading to improved knowledgebase and training completion standards.

• Lead Kaizens or auditing activities when necessary to ensure process implementation.

Requirements

• Must have 3+ years Amazon experience leading projects and/or operations teams

• At least 3+ years of program or operations management experience

• Must have 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience working with and delivering training/information to Associates and Team Manager level employees
• Evidence of ability to prioritize, manage and complete projects with tight deadlines
• Experience in training content development
• Experience in utilizing MS Excel
• Experience in utilizing Amazon CloudWatch metrics
• Prior experience in Learning Management Systems and driving compliance against required trainings
  

PREFERRED QUALIFICATIONS

- Bachelor's Degree Preferred
- Relevant experience with customer service processes and technologies.
- Relevant experience of communicating with a wide range of stakeholders, including your peers and leadership.
- Experience in completing a high volume of tasks and projects with little to no guidance and tight deadlines.
- Relevant experience scoping, leading, and implementing process improvements through: Lean process, Kaizen, and/or Six Sigma.

Benefits

Work/Life Balance

Northstrat values true work life balance. We offer power of choice benefits designed to best meet the needs of you and your lifestyle. Our benefits programs are designed to support and encourage wellness, healthy living, retirement investment, and lifetime learning.

Flex Time

Northstrat does not mandate specific working hours. Although project requirements may dictate schedules, a Northstrat employee is only required to work an average of 8 hours per weekday over the course of a month. For example: John worked 12 hours on June 1st to meet a project deadline. On June 15th, John only worked 4 hours because he left early for a long weekend. John’s IBA was not debited for time off because flex time allowed him to carry over those 4 hours from June 1st.

Individual Benefits Account (IBA)

To attract and retain the highest quality staff, Northstrat provides a unique and versatile benefits package, the Individual Benefit Account (IBA), which places the power of choice in the hands of our greatest asset – the employee.

The purpose of the IBA is to provide attractive benefits to all full-time employees of Northstrat on a flexible basis that enables each covered employee to select a package that best suits his or her needs. Whether those needs are paid time off, medical expenses, prescription drug expenses, cash disbursement, or a combination of any of these, the IBA provides flexibility to help you meet your specific goals. The IBA can be used for such things as:

• Medical and Vision Insurance through United Health Care; Dental insurance through Delta Dental
• 100% Medical Reimbursement
• Time Off with Pay
• Profit Sharing Plan
• 401k
• Educational Benefits
• Additional Income

IBA Benefits accrue each month in the amount equivalent to 50% of the employee’s monthly compensation rate. That is, the effective dollar amount of this accrual is in addition to an employee’s salary.

Profit Sharing Plan (PSP)

The PSP is a qualified retirement plan that Northstrat funds semi-annually on the employee’s behalf through the IBA in the amount equivalent to 25% (up to the IRS contribution limit) of the employee’s compensation. That is, of the 50% accrual in the IBA, half of the amount accrued is applied to the PSP.

Stock Options

Because Northstrat is an employee-owned company, all new employees are offered stock options. Employees have the opportunity to receive additional stock options based on accomplishment of individual performance goals. Stock owners elect the Board of Directors and are directly impacted by the success of the company.

Lifelong Learning

Our culture promotes and nurtures a growth environment. We hire and scale rapidly to meet the needs of our partner customers. Through the use of company provided online learning opportunities, periodic company sponsored training events, and the ability to use IBA funds for reimbursement of work-related education expenses you will have the opportunity to continually grow your skills and abilities.

Bring Your True Self

We embrace diversity and encourage inclusion. We support employee led interest groups and challenge our employees to support others and be their best self. We are so true to our beliefs that we offer employee referral incentives. When you like it here, your friends and family will too!

Northstrat is an Equal Opportunity Employer

We are committed to fostering an inclusive, diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.