Sr. Product Manager, Social Media Customer Service

$124,500 - $206,000/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Sr. Product Manager for Social Media Customer Service at Amazon is responsible for developing and delivering a strategic roadmap that enhances customer support across various social media platforms. This role involves collaborating with business stakeholders to align support strategies with marketing initiatives, driving process improvements, and leveraging customer insights to innovate service delivery. The position requires a proactive approach to managing product delivery and influencing stakeholders to adapt to evolving customer needs in the social media landscape.

Responsibilities

• Develop and deliver a roadmap that allows tens-of-thousands of associates around the globe to provide support to millions of customers.
• Work with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans.
• 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.

Requirements

• 5+ years of end to end product delivery experience
• Experience in influencing senior leadership through data driven insights
• Bachelor's degree or equivalent experience

Nice-to-haves

• Master's degree or equivalent
• Experience working across functional teams and senior stakeholders
• Experience owning technology products
• Experience owning feature delivery and tradeoffs of a product
• Knowledge of customer operations, or social media

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan