Are you passionate about building scalable support systems that empower brand customers to be self-sufficient? Do you thrive at the intersection of customer experience, automation, and cross-functional program management? Amazon Live is looking for a Brand Support Program Manager to own and scale our global brand customer support strategy for Live Self-Service (LSS).
Amazon Live is a rapidly growing livestream shopping experience that connects brands and creators with customers in real-time. As we scale LSS into a global, self-service advertising format, we need a dedicated leader to ensure our support operations are world-class, data-driven, and increasingly automated - enabling brands to set up livestreams, troubleshoot issues, and analyze performance independently.
You will join the Amazon Live Self-Service team, responsible for transforming how we serve LSS customers at scale. This role is critical to enabling a hands-off-the-wheel support model that allows the business to grow exponentially without proportional increases in support costs. You will work cross-functionally with Engineering, Product, Content, and frontline support teams to identify customer pain points, drive automation, and influence product enhancements that unlock true customer self-sufficiency.
Key job 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.
A day in the life
ou will own the end-to-end support ticket lifecycle - triaging incoming issues, routing technical problems to engineering, and resolving non-technical inquiries independently. You'll identify patterns in customer feedback and translate them into actionable insights for product and engineering teams. You'll partner with frontline support teams to keep SOPs current, drive automation initiatives that reduce manual effort, and collaborate with product partners to prioritize features enabling customer self-sufficiency.
About the team
The Amazon Live Self-Service team is on a mission to establish LSS as a scalable creative advertising format that brands want to use. Our vision is to empower every LSS customer to be completely self-sufficient, enabling the Amazon Live team to operate hands-off-the-wheel globally. This allows the business to scale exponentially while teams focus on strategic initiatives rather than repetitive support tasks. This role directly supports our SVP goal to grow brand adoption of Amazon Live by establishing a best-in-class support experience that accelerates brands' path to investment in LSS.
BASIC 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
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, CA, Culver City - 74,200.00 - 129,800.00 USD annually
