Senior Program Manager, Social Media Customer Support
4 weeks ago
Social Media Customer Support Program Manager
The Social Media Customer Support (SMCS) division is in search of a dedicated program manager to enhance assistance and simplify solutions within the ever-evolving social media environment. The successful candidate will thrive in a diverse, global team setting and will be committed to elevating the standards of customer support.
SMCS is focused on innovation, aiming to scale services for existing clients while developing solutions for future challenges. Supported by the broader Customer Support organization, which has over 25 years of expertise in quality assessment across multiple channels, including email, phone, and chat.
Key Responsibilities:
- Formulate a strategic approach for expanding support and integrating SMCS processes with the larger Customer Support network.
- Establish mechanisms to improve operational efficiencies and encourage adoption among team members and stakeholders.
- Work alongside business partners and operations leaders to design a sustainable long-term strategy that aligns with common goals and anticipates future support requirements.
- Drive process enhancement, automation, and simplification initiatives, prioritizing actions based on their impact on customers and team members.
BASIC QUALIFICATIONS
- Experience in program or project management
- Ability to define program requirements and utilize data and metrics for ongoing improvement
- Experience in managing program strategy, complete delivery, and presenting results to senior management
- Proven capability to implement standardized processes and promote automation
- Bachelor's degree
PREFERRED QUALIFICATIONS
- Master's degree, MBA, or equivalent in a relevant field
- Proven history of leading process improvements
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London, Greater London, United Kingdom Amazon UK Services Ltd. Full timeSenior Program Manager for Social Media Customer SupportThe Social Media Customer Support (SMCS) division is in search of a dedicated program manager to enhance support systems and simplify solutions within the ever-evolving social media environment. The ideal candidate will thrive in a diverse, global team setting and be committed to elevating the standards...
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London, Greater London, United Kingdom Amazon UK Services Ltd. Full timeSenior Program Manager for Social Media Customer SupportThe Social Media Customer Support (SMCS) division is in search of a dedicated program manager to enhance support systems and simplify solutions within the ever-evolving social media environment. The ideal candidate will thrive in a diverse, global team setting and be committed to elevating the standards...
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