Senior Program Manager, CS Social Media, CS Social Media (CS-SM)
We’re looking for someone who is passionate about building simple but elegant solutions that allow us to support more customers, more efficiently.
Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behaviour varies by channel, demographic, and the type of support they need. CS Social Media is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers.We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and Message Us (chat).
The CS Social Media team constantly analyses social media and contact trends to find opportunities to simplify support, and make our customer and associates’ experiences easier than ever. As a Senior Program Manager in the team you will influence a broad range of stakeholders to adapt existing processes and build new solutions, so that customers on social media receive the same world-class support that they’re used to from other types of customer service.
Key job responsibilities- Define and deliver the overall program strategy, roadmap, and business justification.
- Use your expertise and judgment to determine goals, build plans, and execute a program of global initiatives that deliver long-term, scalable efficiency across the organization.
- Manage the lifecycle of a complex cross-functional program that impacts social media support.
- Communicate across locales, roles, and functions, including the delivery of clear narratives to leadership and cross-functional teams.
- Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks.
- Drive process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement, and the impact on customers and associates.
- Lead the end-to-end delivery of simplified solutions. Source data to guide business decisions, and make decisions independently.
A day in the life
As a Senior Program Manager within Customer Service - Social Media, you're managing complex roadmaps to keep the entire organization on track to deliver its goals. By clearly communicating, building strong relationships, and constantly looking for opportunities, you're able to unblock potential delays, prioritize effectively, and increase the impact of the products, programs, and projects we're delivering.
About the team
Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behavior varies by social media app, demographic, and the type of support they need. Customer Service – Social Media is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers.We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.- Experience defining program requirements and using data and metrics to determine improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience implementing repeatable processes and driving automation or standardization
- Bachelor's degree
- Program or project management experience
- Fluency in English- Experience leading process improvements
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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