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Program Manager, Customer Communications

Job ID: 1761895 | AbeBooks Inc.

DESCRIPTION

About AbeBooks
AbeBooks, an Amazon company, connects millions of buyers with booksellers from around the world. We provide a marketplace for hundreds of millions of items including everything from exquisite manuscripts and long-lost books from your childhood, to postcards from Mohandas Gandhi and signed first editions of “A Farewell to Arms”. AbeBooks’ mission is to enable people to discover and own the books they love by bringing together the broadest selection of physical books anywhere with a vision to be the world’s preferred site for buying and selling used and collectible books.

Position Overview
AbeBooks is looking for a Program Manager, Customer Communications to own end-to-end management of customer communications projects including writing briefs, creating and maintaining schedules, hosting meetings, writing support plans, and reporting on progress and results. You will work directly with internal stakeholders (technical writers, product and program managers, UI designers, account managers, and software development engineers) to manage projects and drive launch activities in support of business objectives and assigned goals. You will manage multiple, cross-functional competing projects simultaneously in a fast-paced environment where continuous innovation is encouraged.

About You
You are self-directed, and comfortable delivering results within a fast-paced, high-energy environment. You possess exceptional organizational skills, enjoy developing and improving processes, and have the ability to maintain composure under pressure. You can collaborate with multiple teams and stakeholders to execute various communications campaigns and launches. You build internal relationships and earn trust with your strong interpersonal skills, time management, and attention to detail. You must be able to manage multiple deadlines and develop realistic work back schedules. You aggregate, manage, and analyze data and customer anecdotes to improve the customer experience. You must be comfortable managing stakeholder relationships across all levels of the organization.

As Program Manager, Customer Communications, you will:
· Manage multiple customer-facing communications campaigns and launches from brief to post-mortem including coordinating internal and external content.
· Dive deep on the what, when, why, and how of communication requests.
· Obsess over details and advocate for the delivery of the right content at the right time, delivered in the right place.
· Publish communications, content, and templates that adhere to the style guide via content management systems.
· Meet deadlines, prioritize workloads, track engagement metrics, and maintain a strong attention to detail to meet organizational objectives and quality measures.
· Report on progress, surface blockers, and communicate results to stakeholders.
· Be willing to roll up your sleeves and do whatever is necessary; owner mentality.
· Find ways to continually improve customer communications programs and processes.

BASIC QUALIFICATIONS

· Bachelor’s degree required.
· 2+ years of experience in program management including essential project management skills.
· Experience with Microsoft Outlook and MS Office applications.
· Experience working cross-functionally with a variety of internal and external stakeholders.
· Ability to multi-task & prioritize, with strong organizational and follow-up skills.
· Excellent English-language skills (spoken, reading, and written).

PREFERRED QUALIFICATIONS

· 5+ years relevant experience
· Must be able to think creatively and possess strong analytical and problem-solving skills.
· Ability to speak German, French, Italian or Spanish is a plus.
· SQL or Tableau proficiency