Amazon—Associate Community Manager, Selling Partner Communities (SPC)

Job description

Description: The Selling Partner Communities (SPC) organization builds lasting connections with and among our Selling Partners, helps drive their success, and ensures that public perception mirrors the reality that Amazon is a great place for our Selling Partners to build and grow thriving businesses. Amazon Seller Forums are used by over one million Selling Partners to connect with each other and Amazon, to get critical information and advice on how to successfully maintain their Amazon Seller business. We are looking for an entrepreneurial Associate Community Manager who wants to play a critical role in shaping our community engagement efforts with Selling Partners across Amazon's Seller Forums and Social Media channels. The ideal candidate has a strong sense of ownership and thrives in an ambiguous environment where they can have a direct impact on the Selling Partner Experience with Amazon. They enjoy building strong internal and external relationships, have excellent communication skills and high judgement. The Seller community landscape is constantly changing and growing - across both Forums and Social Media. This role requires an individual who can simultaneously dive deep into the day-to-day issues of our Selling Partner Community and at the same time think big about emerging community engagement trends and seller experience opportunities. The role's key responsibilities will include: Gaining a deep understanding of our global Selling community and their needs by building authentic and meaningful relationships with and between Amazon Sellers across Forums and Social Media channels. Responding to and resolving Seller cases in Amazon Seller Forums across assigned categories, ensuring timely, high-quality responses that meet defined SLAs. Moderating Social Media channels to triage escalations, and identifying valuable Seller conversations. Moderating Seller Forums threads to ensure community guidelines adherence, identifying and escalating policy violations, and managing thread health. Partnering with product, customer support, and marketing teams to grow Amazon Seller Community membership and engagement. Leading efforts to build and contribute to healthy, 2-way conversation between Amazon and Sellers via Amazon Forums and Social channels to enlist new and existing sellers into the community. Identifying emerging trends in Seller Forums and Social Media, and sharing with internal Amazon teams to ensure we are addressing Seller needs. Escalating complex seller issues to partner teams via established processes with clear documentation and follow-through. Promoting a sense of community and inclusion across Selling Partners and team members. Supporting program/project management for new launches, announcements, and process changes related to the Forums and Social Media customer experience. Developing training and communications as needed using strategies defined by the team. Leveraging metrics, reporting, and Voice of Customer insights to measure the effectiveness of the program and drive improvements to the customer and associate experience. Key job responsibilities This role will interact with Sellers on both Amazon Seller Forums and Social Media. The Community Manager is responsible for timely resolution of seller cases across both channels, maintaining quality standards, and contributing to backlog reduction goals. A day in the life Spending the majority of day resolving Seller Forums cases across assigned Seller Journey categories (Account Setup, CML/PSC, Seller Onboarding, etc.) Spending seller cases handling on Social Media Spending time on initiatives tied to driving P0 metrics to meet organizational goals Requirements: - Bachelor's degree - Experience within e-commerce or Retail fields - Speak, write, and read fluently in English - 2+ years of customer support, or 2+ years of stakeholder or account management experience - Experience with industry standard social listening and campaign management tools - Work flexible shifts including night shifts/weekends - Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround, or experience in a fast-paced, high-tech company - Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troublshooting network - Experience managing time efficiently, meeting personal goals, and working effectively with internal, partner, and customer teams - Experience working in large teams or at a national/multinational organization, or experience working in a fast-paced and ambiguous environment - Familiarity with AI-assisted response tools and willingness to adopt new technologies for case resolution efficiency. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.