Brand Support Program Manager, Amazon Live Self-Service
Job Location:
Job Location:
Culver, CA - USA
Monthly Salary:
Not Disclosed
Monthly Salary:
Posted on:
2 hours ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Are you passionate about building scalable support systems that empower brand customers to be self-sufficient Do you thrive at the intersection of customer experience automation and cross-functional program management Amazon Live is looking for a Brand Support Program Manager to own and scale our global brand customer support strategy for Live Self-Service (LSS).
Amazon Live is a rapidly growing livestream shopping experience that connects brands and creators with customers in real-time. As we scale LSS into a global self-service advertising format we need a dedicated leader to ensure our support operations are world-class data-driven and increasingly automated enabling brands to set up livestreams troubleshoot issues and analyze performance independently.
You will join the Amazon Live Self-Service team responsible for transforming how we serve LSS customers at scale. This role is critical to enabling a hands-off-the-wheel support model that allows the business to grow exponentially without proportional increases in support costs. You will work cross-functionally with Engineering Product Content and frontline support teams to identify customer pain points drive automation and influence product enhancements that unlock true customer self-sufficiency.
Key job responsibilities
- Support Operations Ownership: Own the support ticket tracker end-to-end ensuring tickets are logged triaged and resolved efficiently with clear SLAs and accountability.
- Customer Pain Point Identification: Identify recurring themes from customer feedback escalate trends to engineering and product teams through monthly reporting and real-time escalation.
- Cross-Functional Communication: Deliver professional brand-friendly responses that translate technical issues into clear language for non-technical audiences.
- Frontline Partnership: Partner with global frontline support teams to maintain SOPs/FAQs train on new features and identify automation solutions.
- Automation & Tooling: Drive automation of ticketing workflows and customer support mechanisms. Partner with engineering to scope and implement efficiency-driving tools.
- Product Enhancements: Influence product roadmap prioritization toward features enabling customer self-sufficiency to reduce global support reliance.
- Knowledge Management: Maintain documentation of common issues and resolutions as a team-wide educational resource.
- Metrics & Reporting: Define and track support KPIs ticket volume resolution times recurring issues and automation impact to drive continuous improvement.
A day in the life
ou will own the end-to-end support ticket lifecycle triaging incoming issues routing technical problems to engineering and resolving non-technical inquiries independently. Youll identify patterns in customer feedback and translate them into actionable insights for product and engineering teams. Youll partner with frontline support teams to keep SOPs current drive automation initiatives that reduce manual effort and collaborate with product partners to prioritize features enabling customer self-sufficiency.
About the team
The Amazon Live Self-Service team is on a mission to establish LSS as a scalable creative advertising format that brands want to use. Our vision is to empower every LSS customer to be completely self-sufficient enabling the Amazon Live team to operate hands-off-the-wheel globally. This allows the business to scale exponentially while teams focus on strategic initiatives rather than repetitive support tasks. This role directly supports our SVP goal to grow brand adoption of Amazon Live by establishing a best-in-class support experience that accelerates brands path to investment in LSS.
- 5 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience working with ticketing or project management tools (e.g. SIM Jira Zendesk Salesforce Service Cloud or similar)
- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Amazon Live is a rapidly growing livestream shopping experience that connects brands and creators with customers in real-time. As we scale LSS into a global self-service advertising format we need a dedicated leader to ensure our support operations are world-class data-driven and increasingly automated enabling brands to set up livestreams troubleshoot issues and analyze performance independently.
You will join the Amazon Live Self-Service team responsible for transforming how we serve LSS customers at scale. This role is critical to enabling a hands-off-the-wheel support model that allows the business to grow exponentially without proportional increases in support costs. You will work cross-functionally with Engineering Product Content and frontline support teams to identify customer pain points drive automation and influence product enhancements that unlock true customer self-sufficiency.
Key job responsibilities
- Support Operations Ownership: Own the support ticket tracker end-to-end ensuring tickets are logged triaged and resolved efficiently with clear SLAs and accountability.
- Customer Pain Point Identification: Identify recurring themes from customer feedback escalate trends to engineering and product teams through monthly reporting and real-time escalation.
- Cross-Functional Communication: Deliver professional brand-friendly responses that translate technical issues into clear language for non-technical audiences.
- Frontline Partnership: Partner with global frontline support teams to maintain SOPs/FAQs train on new features and identify automation solutions.
- Automation & Tooling: Drive automation of ticketing workflows and customer support mechanisms. Partner with engineering to scope and implement efficiency-driving tools.
- Product Enhancements: Influence product roadmap prioritization toward features enabling customer self-sufficiency to reduce global support reliance.
- Knowledge Management: Maintain documentation of common issues and resolutions as a team-wide educational resource.
- Metrics & Reporting: Define and track support KPIs ticket volume resolution times recurring issues and automation impact to drive continuous improvement.
A day in the life
ou will own the end-to-end support ticket lifecycle triaging incoming issues routing technical problems to engineering and resolving non-technical inquiries independently. Youll identify patterns in customer feedback and translate them into actionable insights for product and engineering teams. Youll partner with frontline support teams to keep SOPs current drive automation initiatives that reduce manual effort and collaborate with product partners to prioritize features enabling customer self-sufficiency.
About the team
The Amazon Live Self-Service team is on a mission to establish LSS as a scalable creative advertising format that brands want to use. Our vision is to empower every LSS customer to be completely self-sufficient enabling the Amazon Live team to operate hands-off-the-wheel globally. This allows the business to scale exponentially while teams focus on strategic initiatives rather than repetitive support tasks. This role directly supports our SVP goal to grow brand adoption of Amazon Live by establishing a best-in-class support experience that accelerates brands path to investment in LSS.
- 5 years of program or project management experience
- 3 years of defining and implementing process improvement initiatives using data and metrics experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience working with ticketing or project management tools (e.g. SIM Jira Zendesk Salesforce Service Cloud or similar)
- 3 years of driving end to end delivery and communicating results to senior leadership experience
- 3 years of driving process improvements experience
- Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization
- Experience building processes project management and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at CA Culver City - 74200.00 - 129800.00 USD annually
Required Experience:
IC
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