Have you ever thought about what it takes to provide millions of customers with support across multiple social media handles, globally, while protecting their privacy and security? The Customer Service - Social Media organization is looking for a product manager who can thrive in a diverse, global team, and is passionate about building simple but elegant solutions that raise the customer experience bar.

We’re looking for someone to define and deliver the long-term plan that helps us support customers across multiple social media apps, regardless of the type of help they are looking for. This role will influence our mental models about who we support, where we support, and how we support. You'll ensure we’re building solutions that consider the social media apps of today, as well as those that will launch in the future. You'll influence a broad range of stakeholders and roadmaps across other Amazon teams and products.

Key job responsibilities
- Manage the lifecycle of a product with considerable impact to the social media support strategy.
- Define the customer problem, the experience they need, and the long-term strategy.
- Own the product roadmap and feature priorities to deliver the right product solution, independently.
- Clearly communicate requirements from large and diverse sets of customers, to influence technical priorities, and the business strategy.
- Contribute to business reviews, and communicate effectively with technical teams, and leadership audiences.
- Mitigate risks and help reduce a product's exposure to failure modes. Influence teams to eliminate problems that stifle innovation or cause customer dissatisfaction.
- Hire, mentor, and develop others.

A day in the life
As a Senior Product Manager within Customer Service - Social Media, you're building simple customer solutions, for complex business products. By understanding each social media app, and the different types of support customers need, you will focus your days on building a roadmap of features and services that ensure every customer can receive the help they need, in the most easy and delightful way.

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!

Amazon offers a full range of benefits that support 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

About the team
Social media is a fast-paced, ever-evolving world, where new features and channels launch constantly, and customers’ behavior varies by social media app, demographic, and the type of support they need. Customer Service – Social Media is innovating to meet those challenges, scaling service to the customers who need help today, and building new solutions for the next generation of customers. We benefit from being part of the wider Customer Service organization, one of the most tenured teams at Amazon, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.