Social Media Customer Service Program Manager III

Amazon.com Services, Inc. – Seattle, WA

  • A Bachelors degree in a relevant field
  • CS knowledge and the ability to dive deep into operational details
  • Strong verbal/written communication & data presentation skills, including an ability to effectively communicate with both business and technical teams
  • A high degree of professionalism and ability to communicate effectively across job levels, departments, and geographies
  • Experience scaling company-wide programs.
  • Experience teaching and inspiring others without direct influence.
  • An obsession with the Amazon customer experience
  • Highly organized, self-motivated, detail oriented, and ability to work independently

  • Amazon s mission is to be earth s most customer-centric company-and the Social Media Program Manager is at the forefront of that mission.

    We work towards a single goal: to ensure the best possible experience for our customers. To do that, we empower our people to think like owners and solve problems right the first time. As a team, we are focused on continuously improving and setting new standards in customer support. You need to love developing individuals at all stages of their careers, and not be afraid to get your hands dirty. You have to thrive in the type of environment that is constantly going and growing. In the words of Jeff Bezos Many of the problems we face have no textbook solution, and so we-happily-invent new ones. Can you put out fires, and deliver on initiatives that involve senior leadership, all before lunch? Then Amazon may be the place for you.
    This role requires an individual who can simultaneously dive deep into the day to day issues of our global social media sites and at the same time think big about the social media industry and the trends that are emerging. This leader must be completely customer obsessed.
    The Social Media Program Manager will own every aspect of the global Social Media Customer Service program including:
  • Design social media strategy
  • Create requests and handle contracts for Sprinklr or other social tools
  • Create unique content for Social Media Associates
  • General program/project management
  • Training development and administration
  • Metrics and reporting
  • Partnering with product managers, public relations, marketing, and operations
  • Handle executive escalations
  • Leverage social media monitoring to escalate the voice of the customer
  • Comfortable working in a diverse group and contributing to an inclusive culture

  • Masters degree or MBA
  • CS Social Media experience
  • Lean/Six Sigma experience
  • Experience in contact center, retail, or e-commerce operations
  • Public relations and/or marketing experience
  • Vendor management experience

  • Comfortable working in a diverse group and contributing to an inclusive culture

  • Amazon.com is an Equal Opportunity Employer Minority /
    Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.Amazon.com - 30+ days ago - save job - original job

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