Community Engagement Program Manager, D2AS Global Media & Entertainment

DESCRIPTION

Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s devices and digital products? Then we’re looking for you!

We are seeking a highly organized, motivated and self-directed Community Program Manager who wants to play a critical role in shaping the community engagement and future of our Device & Digital Community (amazonforum.com). Our vision is to be the Earth’s most trusted community for customers to engage and get support with Amazon device and digital products.

The ideal candidate has a strong sense of ownership, works well independently, thrives in an ambiguous environment, can build strong stakeholder relationships, has excellent communication skills and high judgement. Community/Forums Management and Customer Service operational experience is a plus.

As part of the Device & Digital Community Operations team, you will be responsible for leading the operational program to transform the actual Forums into a customers’ Community. The Program Manager is as passionate about community as they are about world-class operations. You will understand the nuances of forums and online communities. You will manage multiple projects to support the growth of the Device & Digital Community, and address operational challenges both tactically and systemically.

Success in this role requires excellent customer instincts. You must be able to cultivate a sense of community and bolster the quality of content across the Device & Digital Community. You have excellent project management skills, an aptitude for developing global strategies, a deep and current knowledge of Amazon’s digital and device offerings, a keen eye for compelling and innovative content, and a track record and passion for continuous improvement.

Key job responsibilities

In this role, you will:

• Scope and deliver global community engagement and content projects for the Device & Digital Community, which are business critical elements of the overall program’s strategy and roadmap.
• Work with Sr Community Program Manager to define business requirements related to community engagement and community engagement strategy.
• Influence the product roadmap to best support content and community engagement.
• Identify, promote, and implement strategies to improve content development workflows.
• Develop creative ways to activate and engage customers of the Device & Digital Community, driving customers to log in, consume, and engage with content and other community members.
• Gain a deep understanding of, and develop strong relationships with, our global communities (internal and external) and their needs.
• Dive into data and metrics to support requirements, identify opportunities, and meet goals. Regularly track, analyze, and report on the performance of engagement campaigns, content, and overall program health.
• Promote a sense of community and inclusion across internal moderators of the Device & Digital Community.
• Clearly communicate status updates related to goals, responsibilities, and desired outcomes.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives.
• Identify process improvement opportunities within Device & Digital Community, scope, plan and execute related process improvement projects
• Build and leverage strong relationships with multiple stakeholders to deliver complex, global projects.

About the team

Our mission is to enable crowdsourcing of solutions for our customers. We build community to promote self-service and reduce the need to contact customer service. We safeguard the Community by moderating the content for accuracy and appropriate behavior.

BASIC QUALIFICATIONS

• Bachelor’s degree
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Experience in defining and implementing process improvement initiatives using data and metrics
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in program or project management
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience defining and executing program requirements
• Experience managing Communities and/or Forums engagement programs

PREFERRED QUALIFICATIONS

• Experience in driving end to end delivery, and communicating results to senior leadership
• Experience leading process improvements
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.

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