The Social Media Customer Service (SMCS) organization is looking for a program manager who is passionate about scaling support and simplifying solutions for the ever changing and growing social media landscape, 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 raise the bar on quality for our customers. We benefit from being part of the wider Customer Service organization, and over 25-years of experience building tools and mechanisms to measure quality on traditional channels such as email, phone, and Message Us (chat).


Key job responsibilities
• Build 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 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.