Program Manager, Customer Service

DESCRIPTION The AbeBooks Customer Operations and Success (COS) team drives complex, cross-organizational programs spanning Customer Support and Trust (CST) Operations, Risk and Compliance programs, launch readiness for customer-impacting events, and content development and strategy. The team is seeking a detail-oriented and organized Program Manager to drive launch readiness for product and feature releases across our global marketplace, partnering with Product Managers and Tech teams to understand new features and customer experiences, then developing and executing communication and readiness strategies that span internal content for CST teams (SOPs, FAQs, training materials) and external customer-facing content to drive awareness, adoption, and migration campaigns.

As a highly organized self-starter, you will own end-to-end management of launch readiness initiatives: building and maintaining project plans, facilitating cross-functional alignment, developing and publishing content across multiple channels, contributing to GTM planning, and reporting on progress and results. You excel at managing multiple competing priorities, distilling complex product and feature details into clear and audience-appropriate content, and continuously improving processes to better serve our global community of buyers and sellers.

Develop and publish internal content for CST teams (SOPs, FAQs, training materials, blurbs) and external customer-facing content (Help pages, emails, member menu messaging, webinars, UI text)
Manage end-to-end project plans, host cross-functional meetings, track milestones, and report on progress and results
Leverage AI tools to automate and simplify content development and program management workflows
Drive continuous improvement and process standardization through data analysis and stakeholder engagement
On any given day, you might meet with a Product Manager to get briefed on an upcoming feature and start mapping out the readiness plan, then shift to drafting SOPs and training materials for the CST team ahead of a launch. You will review content in the CMS, coordinate feedback rounds with stakeholders across Product, Tech, and Account Management, and track open items in your project plan. You will prepare a launch readiness update for your manager, analyze engagement metrics and customer feedback from an in-flight or recently completed launch campaign, and identify process improvements to carry into the next launch.
Bachelor's degree or equivalent

• 3+ years of program or project management experience
• Experience in English-language communication skills, both written and verbal
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Master's degree or equivalent

Speak, write, and read fluently in French, Spanish, German or Italian
Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
Project Management Professional (PMP) or equivalent certification
Experience with data analysis tools such as Advanced Excel, SQL, Tableau, Python
Strong background in requirement gathering and deep understanding of e-commerce and online marketplace operations
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 for more information. The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. CAN, BC, Victoria - 58,100.00 - 97,000.00 CAD annually