Senior Program Manager, arenaflex Customer Service
Join arenaflex's Customer Service - Social Media organization and become a key player in shaping the future of customer support across hundreds of social media handles, globally. As a Senior Program Manager, you will have the opportunity to thrive in a diverse, global team and make a significant impact on the customer experience.
About arenaflex's Customer Service - Social Media
arenaflex's Customer Service - Social Media organization 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. Our team 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 arenaflex, so can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat.
Key Responsibilities:
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Manage the lifecycle of a complex cross-functional program
that impacts social media support, ensuring the entire team delivers its core goals. -
Define and deliver the overall program strategy, roadmap, and business justification
, driving mindful discussions within the team and across stakeholder teams to make crisp decisions. -
Contribute to business reviews, and communicate effectively
with multiple teams and leadership audiences, using your judgment to question proposals, test assumptions, and challenge prioritization decisions to drive the best customer experience outcomes. -
Solve ambiguous problems and proactively identify and mitigate risks
before they become roadblocks, eliminating excess process and constantly looking for opportunities to streamline, automate, or eliminate work. -
Share program-management best practices, and hire, mentor, and develop others
, ensuring the team is equipped to deliver exceptional results.
A Day in the Life:
As a Senior Program Manager within Customer Service - Social Media, you'll be managing complex roadmaps to keep the entire organization on track to deliver its goals. By clearly communicating, building strong relationships, and constantly looking for opportunities, you'll be able to unblock potential delays, prioritize effectively, and increase the impact of the products, programs, and projects we're delivering.
arenaflex's Culture of Inclusion:
We're committed to furthering our culture of inclusion, embracing our differences, and empowering Amazonians to deliver the best results for our customers. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally, and innovative benefit offerings, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences.
arenaflex's Leadership Principles:
Our 16 Leadership Principles remind team members to seek diverse perspectives, learn and be curious, and earn trust. We're a total compensation company, offering a full range of benefits that support you and eligible family members, including domestic partners and their children.
Benefits:
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Medical, Dental, and Vision Coverage
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Maternity and Parental Leave Options
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Paid Time Off (PTO)
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401(k) Plan
About the Team:
Our team is a dynamic and collaborative environment where you'll have the opportunity to work with talented individuals from diverse backgrounds. We're passionate about delivering exceptional customer experiences and are committed to continuous learning and growth.
Requirements:
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5+ years of program or project management experience
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Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership -
Bachelor's degree
Preferred Qualifications:
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2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field
Compensation:
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience.
How to Apply:
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, apply now via our internal or external career site. This position will remain posted until filled.
Equal Opportunity Employer:
arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information. Apply for this job