Have you ever thought about what it takes to provide millions of customers with support across hundreds of social media handles, globally, while protecting their privacy and security?
The Social Media Customer Service (SMCS) organization is looking for a product management leader who can thrive in a diverse, global team, and is passionate about building simple but elegant solutions that raise the customer experience bar.
Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behavior varies by channel, demographic, and the type of support they need.
SMCS 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).
We’re looking for a leader to deliver the future of our customer experience. You will lead a team responsible for dreaming, defining, and delivering the plan that changes what customers expect from support on social media.
The team will ensure we’re building for the social media trends of today, and scaling to support customers where they need help tomorrow.
This individual will influence a broad range of stakeholders, from marketing and advertising teams using social media to attract new customers, as well as leaders across different social channels.
If you can organize and prioritize across existing roadmaps, and get excited about building a customer service solution for the future, this role could be for you.
This role will report into the SMCS director, and be a part of the leadership team, influencing and supporting decisions across the organization.
Key job responsibilities
- Lead a team of four to eight individual contributors, to develop and deliver a roadmap that allows tens-of-thousands of associates around the globe, to provide support to millions of customers
- Work with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans
- 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.
- Collate customer and associate research to think differently about the social media opportunity today, and how customers are going to be contacting tomorrow.
A day in the life
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include :
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
If you’re passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
- 10+ years’ experience delivering successful products, or developing businesses
- 2+ years’ experience hiring and developing experienced individuals
- Excellent, structured written and verbal communication skills
- Demonstrated ability to define, plan, deliver and measure products with a growing scope or complexity
- Experience working with, engaging, and influencing multiple cross-functional teams and leaders
PREFERRED QUALIFICATIONS
- MBA, advanced degree, or equivalent experience
- Experience hiring and developing managers or scaling organizations
- Knowledge of customer operations, or social media
- Strong analytic and quantitative skills, SQL or Redshift
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