We are looking for a talented Senior Program Manager to join the Customer Obsession Learning (CO Learning) team to help humanize customer feedback via social channels -- and make it more real, understandable, and relatable for stakeholders company-wide.In this role, you will develop and implement a strategy to tap into emotionally engaging forms of feedback such as social media, speech, images, and video. Your focus will enable our team to create immersive, customer-focused experiences that help corporate Amazonians to hear, see, and feel the social customer experience. In addition, you will also devise strategies that will enable Amazon to uncover the social conversations that matter, highlight trends and topics, and identify influencers and communities with which to engage and connect. Consequently, Amazonians will be closer to customers than ever because of you. They will have a clearer picture of what it feels like to be a customer and of the employees who serve them.The ideal candidate has a strong understanding of gaining insight from social media data and the technologies that support social intelligence. You will be obsessed with more perfect customer experiences and will continually inspire others to do better for customers. You will be forward-thinking, have a creative flair, and embrace novel solutions. You will be a strong team player -- who is also an independent thinker, effective at building relationships, collaborating, and influencing others. You will also have experience working with senior executives across various geographies and functions.Key job responsibilities- Own and drive multiple high-priority initiatives focused on driving cultural change/transparency- Envision, then lead, development, socialization, and execution of a global social intelligence initiative- Establish strategic relationships across organizational boundaries- Develop social media command centers globally- Identify social and digital requirements, define scope, organize project plans, and develop solutions- Implement technology proactively toward automation, allowing the team to scale- Manage high priority, fast-moving decisions and communication planning- Drive innovation across multiple brands elevating and redefining consumer experiencesAbout the teamThe Customer Obsession Learning (CO Learning) team is one of the longest-running, culture-building programs at Amazon. The vision of CO Learning is that every Amazonian is equipped to obsess over customers so that they can build experiences customers love. CO Learning owns a Customer Obsession "flywheel" of offerings - i.e., the organization will educate Amazonians on the research-based behaviors of Customer Obsession and then give users the means to foster what they have learned.We are open to hiring candidates to work out of one of the following locations:Arlington, VA, USA | Seattle, WA, USA- 5+ years of program or project management experience- 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- Experience working with multiple social media tools- 3+ years of working cross functionally with tech and non-tech teams experience- Master's degree, or MBA- Experience defining and executing program requirements- 3+ years of relevant work experience with social media, voice of the customer, or analytics/insights experience- Deep knowledge of live streaming, pop culture, social trends- Excellent oral and written communication skills- Experience working with sales teams as well as external clients and agencies- Passionate about improving the experiences of customers from diverse backgroundsOur compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges fr