Sr. Program Manager, Social Media CS, Social Media CS (SMCS)

Have you ever thought about what it takes to provide millions of customers with help across hundreds of social media handles, globally, while protecting their privacy and security? The Social Media Customer Service (SMCS) organization is looking for a program manager who is passionate about scaling support and simplifying solutions for the ever changing and growing social media landscape, and can thrive working in a diverse, global team. 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’ behavior varies by channel, demographic, and the type of support they need. SMCS 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 SMCS team constantly analyzes social media and contact trends to find opportunities to simplify support, and make our customer and associates’ experiences easier than ever. As a 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
- 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.
- 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.
- Communicate across locales, roles, and functions, including the delivery of clear narratives to leadership and cross-functional teams.
- 6+ years of program or project management experience
- 6+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
- Excellent, structured written and verbal communication skills
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Six-sigma or equivalent experience driving process-improvement initiatives
- Experience working across countries and languages & Experience working on social media and/or customer service operations