Principal, Social Media Support Systems, Social Media Customer Service

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

• Lead a team of two 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.
• Managing the relationship between Amazon and third-party tool providers, including the development and negotiation of the contracts needed to manage social media support.

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

BASIC QUALIFICATIONS

• Bachelor's degree
• 7+ years of managing, analyzing and communicating results to senior leadership experience
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining product and program requirements and using data and metrics to determine improvements
• 10 years product and program management experience working cross-functionally with tech and non-tech teams
• 5 years of experience defining technical requirements based on quantitative and qualitative data
• 5 years of experience managing and scaling products and large programs
• Experience managing people
• Demonstrated ability to influence senior leaders to build joint, integrated roadmaps

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
30+ days ago