Senior Program Manager CS Social Media CS Social Media CS-SM

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 Amazon Customer Service Social Media (CSSM) organization is looking for a Senior 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. Were 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 fastpaced everevolving 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 worldclass support that theyre 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 longterm scalable efficiency across the organization.
Manage the lifecycle of a complex crossfunctional program that impacts social media support.
Communicate across locales roles and functions including the delivery of clear narratives to leadership and crossfunctional teams.
Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks.
Drive process improvement automation and simplification projects prioritizing and making tradeoff decisions between the effort to implement and the impact on customers and associates.
Lead the endtoend 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 youre 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 youre able to unblock potential delays prioritize effectively and increase the impact of the products programs and projects were delivering.

About the team
Social media is a fastpaced everevolving 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
Bachelors degree
Program or project management experience
Fluency in English

Experience leading process improvements
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover invent simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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