Program Manager, Social Media Customer Service
Job summaryAmazon's mission is to be earth's most customer-centric company--and the Social Media Customer Service Content (SMCS) Developer is critical to enabling that mission.
We work towards a single goal:
to ensure the best possible experience for our customers.
To do that, we empower our team to think like owners and solve problems correctly the first time.
As a team, we are focused on continuously improving and setting new standards in Social Media customer support.
The Social Media landscape is constantly changing 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.
This role requires an individual who can simultaneously dive deep into the day to day issues of our global Social Media Customer Service support team and at the same time think big about the Social Media landscape and the trends that are emerging.
Key job responsibilitiesThe Social Media Customer Service Program Manager will:
o Support program/project management for new launches, announcements, and process changes related to the Social Media customer experience.
o Work with Product teams, Content Developers, Operations teams, Public Relations, Marketing, and other key stakeholders on the details of new initiatives to ensure operational readiness and effective change management.
o Develop training and communications as needed using strategies defined by the team.
o Leverage metrics, reporting, and Voice of Customer insights to measure the effectiveness of the program and drive improvements to the customer and associate experience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
We work towards a single goal:
to ensure the best possible experience for our customers.
To do that, we empower our team to think like owners and solve problems correctly the first time.
As a team, we are focused on continuously improving and setting new standards in Social Media customer support.
The Social Media landscape is constantly changing 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.
This role requires an individual who can simultaneously dive deep into the day to day issues of our global Social Media Customer Service support team and at the same time think big about the Social Media landscape and the trends that are emerging.
Key job responsibilitiesThe Social Media Customer Service Program Manager will:
o Support program/project management for new launches, announcements, and process changes related to the Social Media customer experience.
o Work with Product teams, Content Developers, Operations teams, Public Relations, Marketing, and other key stakeholders on the details of new initiatives to ensure operational readiness and effective change management.
o Develop training and communications as needed using strategies defined by the team.
o Leverage metrics, reporting, and Voice of Customer insights to measure the effectiveness of the program and drive improvements to the customer and associate experience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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