Description

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 manager 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 someone to dream, define, and deliver the plan that changes how we support customers on social media. This role 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 other customer service technical teams, to social media stakeholders across Amazon.

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 Systems Product Leader.

Key job responsibilities

• 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

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!

Amazon offers a full range of benefits that support 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

About the team

SMCS monitors and responds to customers and trending issues on social media channels, solves customer problems, escalates trending and systemic issues, and positively engages with customers. As a global contact channel, our Operations team responds to customer inquiries across all of Amazon's Social Media accounts. We operate in 22 countries, and 14 different languages. Our mission is to provide social media assistance that adds value to our customers’ connections with Amazon.

Basic Qualifications

• 5+ years of end to end product delivery experience

• Experience in influencing senior leadership through data driven insights

• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Master's degree or equivalent

• Experience working across functional teams and senior stakeholders

• Experience owning technology products

• Experience owning feature delivery and tradeoffs of a product

• Knowledge of customer operations, or social media

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.