Program Manager for Social Media Support Scale
4 weeks ago
About the Role
Amazon UK Services Ltd. is seeking a highly skilled Program Manager to join our Social Media Customer Service organization. The successful candidate will be responsible for scaling support and simplifying solutions for the ever-changing social media landscape.
Key Responsibilities
- Develop a process strategy for scaling support and integrating SMCS mechanisms with the wider CS network.
- Create mechanisms to drive operational efficiencies by inventing on behalf of our customers and manage adoption of these mechanisms across our associates and stakeholders.
- Work with business stakeholders and operations leaders to build a long-term strategy that delivers against shared goals, and scales support for the future.
- Support 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.
Basic Qualifications
- Experience in program or project management.
- Experience defining program requirements and using data and metrics to determine improvements.
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
- Experience implementing repeatable processes and driving automation or standardization.
- Bachelor's degree.
Preferred Qualifications
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
- Experience leading process improvements.
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