Senior Program Manager, CS Social Media, CS Social Media (CS-SM)

TN United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative organization is seeking a Senior Program Manager to lead social media support initiatives. This role involves defining program strategies and managing complex projects to enhance customer service across various social media platforms. The ideal candidate will thrive in a fast-paced environment, leveraging data to drive improvements and simplify processes. Join a team that is dedicated to providing world-class support and shaping the future of customer service in the social media landscape. If you are passionate about program management and eager to make a significant impact, this opportunity is for you.

Qualifications

• Experience defining program requirements and using data to determine improvements.
• Proven ability to manage complex programs and communicate results to leadership.

Responsibilities

• Define and deliver the overall program strategy and roadmap.
• Manage the lifecycle of complex cross-functional programs impacting social media support.

Skills

Program Management

Data Analysis

Process Improvement

Stakeholder Management

Fluency in English

Education

Bachelor's Degree

Master's Degree or MBA

Job description

Social network you want to login/join with:

Senior Program Manager, CS Social Media, CS Social Media (CS-SM), London

col-narrow-left

Client:

Amazon UK Services Ltd.

Location:

London, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

5462ca0b6bf8

Job Views:

4

Posted:

28.04.2025

Expiry Date:

12.06.2025

col-wide

Job Description:

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 (CS-SM) 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. 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.

BASIC QUALIFICATIONS

- 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

PREFERRED QUALIFICATIONS

- Experience leading process improvements
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field