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DESCRIPTION

AbeBooks Customer Operations and Success (CST) team is looking for a Program Manager, Content and Launch to own end-to-end management of customer-impacting initiatives including creating and maintaining project plans and schedules, hosting meetings, developing and publishing content, contributing to GTM planning, and reporting on progress and results. In this role, to help internal and external customers succeed, you'll develop and publish clear and concise content using our style guides and templates. You will work directly with internal stakeholders (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. With new programs, products, and strategies being developed and launched through the year, the opportunities for imaginative and innovative thinking and content strategy are endless.

Key job responsibilities
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 have demonstrated experience writing and editing high quality content for a variety of audiences in a technology field. 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 aggregate, manage, and analyze data and customer anecdotes to improve the customer experience. You must be comfortable managing relationships across all levels of the organization.

As Program Manager, Content and Launch you will:
• Manage multiple customer-facing campaigns and launches from brief to post-mortem including developing content for our global buyer and seller customer base (e.g. email campaigns, Help Pages, UI text), and for our Customer Support and Trust teams (e.g. SOPs, training materials, pre-written blurbs).
• 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.
• Collaborate with multiple teams to gain alignment on content strategy and execution planning.
• Identify and address opportunities to improve and standardize processes using data and customer anecdotes.

About the team
AbeBooks, an Amazon company, is a global online marketplace for books, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers. AbeBooks’ mission is to enable people to discover and own the books they love by bringing together the broadest selection of physical books anywhere.