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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.

Key job responsibilities
- Drive launch readiness for product and feature releases, partnering with Product Managers and Tech teams to develop communication and readiness plans
- 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

A day in the life
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.