Brand Support Program Manager, Amazon Live Self-Service

About the role

Amazon Live is seeking a Brand Support Program Manager to own and scale our global brand customer support strategy for Live Self-Service (LSS).

Responsibilities

• Support Operations Ownership: Own the support ticket tracker end-to-end — ensuring tickets are logged, triaged, and resolved efficiently with clear SLAs and accountability.
• Customer Pain Point Identification: Identify recurring themes from customer feedback, escalate trends to engineering and product teams through monthly reporting and real-time escalation.
• Cross-Functional Communication: Deliver professional, brand-friendly responses that translate technical issues into clear language for non-technical audiences.
• Frontline Partnership: Partner with global frontline support teams to maintain SOPs/FAQs, train on new features, and identify automation solutions.
• Automation & Tooling: Drive automation of ticketing workflows and customer support mechanisms. Partner with engineering to scope and implement efficiency-driving tools.
• Product Enhancements: Influence product roadmap prioritization toward features enabling customer self-sufficiency to reduce global support reliance.
• Knowledge Management: Maintain documentation of common issues and resolutions as a team-wide educational resource.
• Metrics & Reporting: Define and track support KPIs — ticket volume, resolution times, recurring issues, and automation impact — to drive continuous improvement.

Qualifications

• 5+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Experience working with ticketing or project management tools (e.g., SIM, Jira, Zendesk, Salesforce Service Cloud, or similar)

Preferred Qualifications

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