Senior Manager Product Manager, Support Systems, Social Media Customer Service

3 weeks ago


Seattle, Washington, United States Amazon Services LLC Full time
About the Role

We are seeking a highly skilled and experienced Product Management Leader to join our Social Media Customer Service (SMCS) organization. As a key member of our team, you will be responsible for leading the development and delivery of a roadmap that assists millions of customers and thousands of associates across the world.

Key Responsibilities
  • Lead a team of three to five individual contributors to build and deliver a roadmap that assists millions of customers and thousands of associates across the world.
  • Work with business stakeholders to build a long-term strategy that delivers against shared goals and scales support for the future.
  • 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.
  • Manage the relationship between Amazon and third-party tool providers, including the development and negotiation of the contracts needed to manage social media support.
What We Offer

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:

  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
  • 401(k) Plan
Requirements
  • Bachelor's degree or equivalent experience
  • 7+ years of managing, analyzing and communicating results to senior leadership experience
  • 10 years product management experience working cross-functionally with tech and non-tech teams
  • Experience managing people
Preferred Qualifications
  • Experience delivering projects within scope, time, budget and quality
  • Experience managing and negotiating with third-party service providers
  • Knowledge and passion for either customer service or social media
  • Lean/Six Sigma experience


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