M. Rivers Wells

Senior Program and Content Manager with 9+ years at Amazon, specializing in AI tooling, content strategy, and data accessibility. I built an LLM-powered AI agent delivering BI insights in under two minutes and led communications campaigns reaching 1.7 million employees. Currently exploring new opportunities. View my resume or portfolio to learn more.

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M. Rivers Wells

Everett, WA  |  205.522.6027  |  riverwells87@gmail.com
LinkedIn

Senior Program & Content Manager

Content Strategy  |  Technical Writing  |  LLM Development  |  UX/CX Design  |  Data Research & Validation

Program Manager and Content Strategist specializing in AI-driven data accessibility, data research and validation, and documentation infrastructure at scale. With 9+ years at Amazon, I built AI tooling that delivers BI insights in under 2 minutes, conducted multi-week data quality investigations that reshaped how leadership understands operational metrics, and owned content programs reaching millions of readers and recipients. I bring a combination of technical depth, communication precision, and a track record of delivering measurably ahead of schedule — from reducing dashboard creation from weeks to minutes, to driving communications campaigns that exceeded goals by 283%.

Skills

Program & Project Management AI Tooling & Automation Data Research & Validation BI Accessibility Content Strategy Enterprise Communications Stakeholder Management UX Research LLM Interface Design Technical Writing CMS Platforms UX/CX Development SQL QuickSight PowerShell Excel Adobe Creative Cloud

Professional Experience

Content Program Manager, ICON Data & Documentation

Amazon, Inc. — Seattle, WA  |  January 2023 – Present
Intelligent Cloud Hosting (ICON)

Owned the program roadmap for AI-driven data accessibility and documentation infrastructure across a VP-level organization within Amazon’s Intelligent Cloud Hosting group.

  • Designed, built, and soft-launched the ICON Data Assistant — an LLM-powered AI agent enabling natural language queries across operational BI data — to operations management in March 2026; delivered data insights and report generation in under 2 minutes. Presented the agent at the 2026 internal Hackathon, demonstrating scalable AI interfaces for org-wide data accessibility.
  • Developed and championed AI-driven tooling proposals targeting 80% reduction in PMO document creation time; defined success metrics, designed quarterly adoption review cycles, and created a scalable LLM-guided experience for an internal communication standards initiative.
  • Owned and drove the program roadmap for data accessibility and documentation infrastructure across a VP-level org; managed cross-functional stakeholder alignment, negotiated competing priorities, and unblocked teams through improved data access and documentation discoverability.
  • Conducted a 3-week data quality audit across multiple BI formats, producing three 6+ page reports with SQL validation queries and case studies detailing collection errors; presented findings to senior leadership and received alignment to restructure ticket management.
  • Established dashboard creation best practices adopted by the ICON Data team; resolved a QuickSight sharing blocker cross-functionally, reducing average dashboard development from 1–2 weeks to ~5 minutes.

Project Manager, IT Support Site

Amazon, Inc. — Seattle, WA  |  January 2022 – January 2023
IT Services

Served as sole program owner of it.amazon.com, Amazon’s global internal IT support site, managing a content roadmap, intake model, and editorial standards for a site serving approximately 350,000 monthly readers.

  • Defined goals, prioritized the project roadmap, and designed a single-operator intake model that resolved 335+ content requests in 7 months (9.85/week) at a >100% resolution rate; led a UX- and data-informed consolidation of 32 articles (~20% of site traffic) into 5, yielding +18% article efficacy and +350 bps site efficacy.
  • Managed two Content Management System (CMS) migrations — 676 articles completed 2 weeks ahead of schedule and 165 articles migrated solo at 9.17/day — and built a migration tool saving ~800% time vs. manual import; localized site to 4 additional languages by resolving a CMS blocker across 282 articles in 3 weeks.
  • Identified and reported dashboard metric errors through weekly data deep-dives; wrote narratives for each issue and achieved dev team alignment, adding +450 bps to reported site efficacy; partnered with Accessibility Team to audit 970+ articles reaching ~350k readers/month.
  • Trained 30+ team members on the new CMS; maintained wiki SOPs, hosted new-hire classes and bi-weekly office hours; volunteered as content quality reviewer for the org.

Communications Program Manager

Amazon, Inc. — Seattle, WA  |  June 2021 – January 2022
IT Services

Owned end-to-end program management for enterprise communications campaigns reaching up to 1.7 million Amazon employees.

  • Led the largest targeted communication ever managed by the team — data-retention notices to 1.2 MM employees across two platforms — navigating 40 drafts, 32 approvers, and 5 cross-functional groups; achieved 91% helpfulness rating.
  • Drove and defended an in-experience campaign strategy for Office 2016 to 2019 upgrades affecting 330k employees and 500k devices despite stakeholder pushback; 97.96% upgraded in 60 days, 99.89% by close.
  • Exceeded pre-deployment Chime 5 adoption goal by 283% (198,562 vs. 70k target); achieved 89.89% macOS security compliance across 66,519 recipients in 22 days; built audience-targeting automation reducing segmentation time by 98.33%.

Technical Writer / Program Manager

Amazon, Inc. — Seattle, WA  |  April 2018 – June 2021
IT Services

Wrote and managed technical documentation for it.amazon.com, Amazon’s global internal IT support site.

  • Wrote, edited, and managed technical documentation for it.amazon.com; led global content launches for Slack, Security Key, App Password, WFH, and virtual New Hire Onboarding (vNHO).
  • Created and maintained the global IT content intake model (5,357 submissions managed; personally resolved 1,256 / 23.45%).
  • Produced educational video tutorials using Adobe Creative Cloud (Premiere Pro, After Effects); content accumulated 1.5 MM+ views with a 55% average audience engagement rate.
  • Developed the ITS 2x2 reporting framework used weekly by Director and VP-level leadership; built Excel automation for week-over-week, trailing 4-week, month-over-month, and year-to-date metric calculations.
  • Built virtual onboarding experience (42 articles) supporting 57,750 FTEs, 7,400 contractors, and 10,187 interns globally; a later Customer Effort Score (CES) improvement project yielded +16.44%.
  • Rapidly converted 51 articles to WFH compliance (2–18 March 2020) with zero measurable impact to site CES.

IT Support Engineer

Amazon, Inc. — Seattle, WA  |  October 2016 – April 2018
IT Services

Provided deskside IT support in Seattle, WA.

  • Completed approximately 6,000 tickets with a 100% customer satisfaction rating.
  • Selected for a 3-month rotation with Global IT Content Management; converted to permanent Technical Writer role.

Earlier Career

Role Organization Dates
Help Desk Supervisor / Level II Technician Tulalip Data Services 2014 – 2016
Desktop Support Technician Walker County District Attorney’s Office 2013 – 2014
Account Executive / Copywriter dGroupe 2010
Marketing Manager Tallulah Bankhead Heritage Center 2009 – 2010

Education & Certifications

Bachelor of Science, Marketing — Auburn University, 2005–2009
CompTIA A+ Certification