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

Amazon; London; On-site; GBP 55,000 - 95,000; Full time

Job summary

An established industry player is seeking a Senior Program Manager to enhance customer support across social media platforms. This role involves defining program strategies, managing complex initiatives, and driving process improvements to ensure world-class service for customers. You will work in a dynamic environment, collaborating with diverse teams to innovate and simplify support solutions. If you are passionate about leveraging data to enhance customer experiences and thrive in a fast-paced setting, this is the perfect opportunity for you to make a significant impact on the future of customer service.

Qualifications

• Experience in defining program requirements and using metrics for improvements.
• Proven ability to communicate results to senior leadership.

Responsibilities

• Define and deliver program strategy and roadmap.
• Manage complex cross-functional programs impacting social media support.
• Drive process improvement and automation projects.

Skills

Program Management

Data Analysis

Process Improvement

Communication Skills

Risk Management

Fluency in English

Education

Bachelor's degree

Master's degree or MBA

Job description

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

Job ID: 2961851 | Amazon UK Services Ltd.

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

1. Define and deliver the overall program strategy, roadmap, and business justification.
2. 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.
3. Manage the lifecycle of a complex cross-functional program that impacts social media support.
4. Communicate across locales, roles, and functions, including the delivery of clear narratives to leadership and cross-functional teams.
5. Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks.
6. 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.
7. 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

1. Experience defining program requirements and using data and metrics to determine improvements.
2. Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
3. Experience implementing repeatable processes and driving automation or standardization.
4. Bachelor's degree.
5. Program or project management experience.
6. Fluency in English.

PREFERRED QUALIFICATIONS

1. Experience leading process improvements.
2. Master's 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 (https://www.amazon.jobs/en/privacy_page) 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.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.