Sr. Program Manager, Social Media CS, Social Media CS (SMCS)

Job title:

Sr. Program Manager, Social Media CS, Social Media CS (SMCS)

Company

Amazon

Job description

DESCRIPTIONThe Social Media Customer Service (SMCS) organization is looking for a 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.SMCS is constantly innovating in order to scale service for the customers who need help today, and building new solutions for the next generation of customers. We hold our team to relentlessly high standards in order to raise the bar on quality for our customers. We benefit from being part of the wider Customer Service organization, and over 25-years of experience building tools and mechanisms to measure quality on traditional channels such as email, phone, and Message Us (chat).Key job responsibilities

• Build a process strategy for scaling support and integrating SMCS mechanisms with the wider CS network.
• Create mechanisms to drive operational efficiencies by inventing on behalf of our customers and manage adoption of these mechanisms across our associates and stakeholders.
• Work with business stakeholders and operations leaders to build a long-term strategy that delivers against shared goals, and scales support for the future.
• Support with process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement, and the impact on the customer and associates.

BASIC QUALIFICATIONS– Experience in program or project management
– 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 degreePREFERRED QUALIFICATIONS– Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
– Experience leading process improvementsAmazon 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.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT – 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

Expected salary

Location

London

Job date

Wed, 03 Jul 2024 04:24:36 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.