Have you ever thought about what it takes to provide millions of customers with help 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 or program management leader who is passionate about protecting customers, simplifying solutions, 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 protect our customers. We ensure our systems are secure, reliable, and that available to customers whenever they need to reach out to us. We benefit from being part of the wider Customer Service organization, and over 25-years of experience building tools to assist customers on traditional channels such as email, phone, and Message Us (chat).
This individual will lead a team is evolving social media systems from a parallel support experience, to an integrated channel, where customers could start on a social channel, and have their question answered where they started, regardless of the complexity, amount of research, or details required to resolve for them. The team will constantly analyze social media and contact trends, to find opportunities to automate support, making our customer and associates’ experiences easier than ever. This individual will influence a broad range of stakeholder, from marketing and advertising teams using social media to attract new customers, and technology leaders building service solutions for other contact channels, to third-party service and tool providers, and the social networks.
If you can prioritize effectively between the day-to-day triage of issues across our global support network, and the excitement of building a customer service solution for the future, this role could be for you.
This role will report into the SMCS Director.
Key job responsibilities
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!
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
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 $129,500/year in our lowest geographic market up to $240,900/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.
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