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Program Management Director, Global Customer Support

2 months ago

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

We are seeking a seasoned 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 a team of product managers to develop and deliver a roadmap that supports millions of customers worldwide.

Key Responsibilities
  • Lead a team of product managers to build and deliver a product roadmap that meets the needs of our customers and associates.
  • Collaborate with business stakeholders to develop a long-term strategy that aligns with our company goals and objectives.
  • Support process improvement, automation, and simplification projects to enhance the customer and associate experience.
  • Conduct research to identify opportunities to improve our social media support and develop solutions to address customer needs.
  • Manage relationships with third-party tool providers to ensure seamless integration and delivery of social media support solutions.
Requirements
  • Bachelor's degree or equivalent experience.
  • 7+ years of managing, analyzing, and communicating results to senior leadership.
  • 10 years of product management experience working cross-functionally with tech and non-tech teams.
  • Experience managing people and leading teams.
Preferred Qualifications
  • Experience delivering projects within scope, time, budget, and quality.
  • Experience managing and negotiating with third-party service providers.
  • Knowledge and passion for customer service or social media.
  • Lean/Six Sigma experience.