Sr. Manager, CS Studios , Amazon Customer Service

Senior Manager, Customer Service Multimedia Strategy

We are seeking an experienced Senior Manager to define and drive our Customer Service Multimedia Strategy. The Senior Manager will lead the Multimedia Studio, shaping how millions of customers consume Customer Service content through innovative multimedia solutions. The Senior Manager will be responsible for developing high-quality multimedia content that helps customers learn about Amazon policies, resolve common issues, and effectively use Amazon products and services. Brand management is key to this role as you will produce creative content that engages customers and adheres to our strict brand requirements. This role will lead a small team and manage vendor operations with a dedicated studio facility, creating scalable multimedia solutions that reduce customer effort and improve the overall customer experience. In this role, you will be responsible for a multimillion-dollar P&L. This is a high-visibility role requiring strategic vision, cross-functional influence, and operational excellence. You'll partner with senior leaders across Customer Service, Stores, Product, Technical, Marketing, and PR teams to transform customer education and self-service experiences at global scale. You'll drive innovation in emerging multimedia technologies while building a world class multimedia organization that sets the standard for customer facing content.

Key Job Responsibilities

Strategic Leadership and Vision

• Define and execute the multimedia content strategy for Amazon help content, troubleshooting guides, and customer education materials
• Establish a bold vision for how multimedia solutions reduce customer effort, improve self-service success rates, and elevate the end-to-end customer experience
• Drive innovation in emerging technologies including AI-generated content, interactive media, and immersive experiences, to continuously raise the bar for customer education
• Partner closely with PR to ensure our content promotes the Amazon brand

Operational Excellence and Execution

• Influence cross-organizational content strategy, standards, and best practices across partner organizations, establishing the team as the center of excellence for multimedia production
• Lead end-to-end video production from concept through post-production, ensuring content meets quality standards and brand consistency across all Customer Service multimedia productions
• Develop innovative approaches to visualize complex technical concepts and troubleshooting steps for diverse customer audiences
• Establish content frameworks and templates that enable scalable production across multiple product and service categories

Team and Organizational Development

• Lead, mentor, and develop multimedia content producers and specialists
• Foster a culture of innovation, quality, and customer obsession within the studio team
• Set clear goals, provide regular feedback, and drive professional development for team members
• Establish mechanisms for knowledge sharing, capability building, and talent development that raise the bar across the team

Studio Operations Management

• Oversee all aspects of dedicated studio operations including equipment, facilities, scheduling, and production workflows
• Implement and optimize production processes to maximize efficiency and output quality
• Manage studio budget, resource allocation, and capacity planning
• Ensure studio equipment and technology remain current and meet production needs

Vendor and Partner Management

• Select, onboard, and manage relationships with production agencies, post-houses, and other external partners
• Negotiate contracts, manage vendor performance, and ensure delivery against SLAs
• Coordinate with vendors on specialized production needs, overflow capacity, and technical expertise
• Build and maintain a network of trusted production partners
• Maintain strict budget requirements and auditing

Stakeholder Management and Impact

• Partner with Customer Service leadership to identify high-impact content opportunities that reduce contact drivers
• Present production plans, timelines, and results to senior leadership
• Measure and report on content effectiveness, customer satisfaction impact, and operational metrics
• Advocate for multimedia solutions across the organization and influence content strategy