Social Media Product Manager, Media Operations & Intelligence

Social Media Product Manager, Corporate Responsibility and Communications (CCR)

Description

Amazon seeks a self-motivated, detail-oriented product manager to join its Corporate Responsibility and Communications (CCR) team. This is a high-visibility role at the intersection of AI, media intelligence, and corporate reputation-with direct impact on how Amazon detects and responds to reputational risk across earned and social media. This role sits within Media Operations & Intelligence (MOI), the organization"s front line for detecting and responding to reputational risks across earned and social media. The team is responsible for follow-the-sun monitoring that detects reputationally damaging stories and high-impact social media activity at scale.

This role is split equally between two core functions: (1) overseeing day-to-day operations and AI automations across the full MOI portfolio - including earned media monitoring, social media monitoring, and inbound media inquiry routing - and (2) serving as the social media product manager, owning the roadmap and program development for Amazon"s CCR's social media monitoring capability.

The ideal candidate is a hybrid builder-operator: someone who can drive operational excellence across complex, AI-automated workflows while also partnering with the lead product manager to collect customer feedback, shape the social media product roadmap, and prioritize features. They have managed or built monitoring programs at scale-whether in a newsroom, intelligence function, or communications technology organization. They are equally comfortable getting into the weeds of social media platforms - constructing and refining social queries - as they are establishing KPIs, managing escalation frameworks, and ensuring seamless routing of media signals to the right comms teams.

The successful candidate brings strong product management skills, deep familiarity with social media platforms, and a passion for using technology and AI to solve complex problems at scale. They thrive in ambiguity, have experience managing or influencing AI/ML product development, and bring a point of view on how generative AI and automation are transforming media monitoring and communications workflows. They are energized by building new programs from scratch, and have a track record of driving operational improvements in fast-paced environments.

Key job responsibilities

• Serve as the operational owner of a 24/7 follow-the-sun media monitoring operation, ensuring continuity, quality, and speed of signal detection across time zones.
• Oversee AI automations across the MOI portfolio, including earned media monitoring, social media monitoring, and inbound media inquiry detection and routing
• Ensure operational excellence across all MOI workflows - establishing KPIs, tracking program health metrics, and driving continuous improvement
• Own the prompt engineering and automation logic that powers AI-driven media signal detection and inquiry routing-iterating based on precision/recall metrics and stakeholder feedback
• Manage the transition from manual monitoring and routing processes to AI-automated detection and routing, ensuring quality and coverage are maintained or improved
• Work cross-functionally with comms teams to ensure MOI delivers actionable intelligence and that media inquiries are routed accurately and efficiently
• Identify and escalate emerging narratives, viral moments, and coordinated campaigns that pose reputational risk to Amazon
• Own and operate Amazon"s social media monitoring program, including building, inspecting, and iterating on social queries across multiple platforms to ensure comprehensive coverage of reputational risks and high-velocity conversations
• Drive a structured voice-of customer program with internal comms stakeholders, translating qualitative feedback and quantitative usage data into a prioritized product backlog
• Partner closely with the global social comms team to understand org-wide requirements and connect our social media monitoring and listening programs to a holistic offering for the comms org
• Track and report on social media monitoring program performance, surfacing trends and insights to comms leadership
• Serve as the hands-on expert across social and earned media monitoring tools (e.g., Brandwatch, Sprinklr, Meltwater, Factiva, Critical Mention)