Social Media Customer Service Program Manager, Social Media Customer Service
Job summaryAmazon'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 partner across every aspect of the global Social Media Customer Service program including:
Implement social media customer service strategy within the social media management tools including rules engine and contact life cycle structure Create requests and handle contracts for social tools General program/project management Explore and implement new areas for social media customer support Support of sandbox training and launch environment Define metrics, build and standardize dashboards, and integrate into broader CS tools Partnering with product managers, public relations, marketing, and operations Leverage social media monitoring to escalate the voice of the customer Comfortable working in a diverse group and contributing to an inclusive cultureThis position requires:
Customer Service 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 Highly organized, self-motivated, detail oriented, and ability to work independently.
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 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 partner across every aspect of the global Social Media Customer Service program including:
Implement social media customer service strategy within the social media management tools including rules engine and contact life cycle structure Create requests and handle contracts for social tools General program/project management Explore and implement new areas for social media customer support Support of sandbox training and launch environment Define metrics, build and standardize dashboards, and integrate into broader CS tools Partnering with product managers, public relations, marketing, and operations Leverage social media monitoring to escalate the voice of the customer Comfortable working in a diverse group and contributing to an inclusive cultureThis position requires:
Customer Service 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 Highly organized, self-motivated, detail oriented, and ability to work independently.
Estimated Salary: $20 to $28 per hour based on qualifications.
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