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I’m Kyle Hartzler, a results-driven Senior Program Manager specializing in enterprise social media engagement and digital customer support for global brands. I own end-to-end program strategy, operating models, and Sprinklr administration across 80+ accounts and 100+ users, delivering 100M+ annual interactions. I partner with cross-functional teams to design scalable workflows, governance frameworks, and executive-ready insights that drive customer satisfaction, efficiency, and continuous improvement across sales, marketing, analytics, and operations.…I’m Kyle Hartzler, a results-driven Senior Program Manager specializing in enterprise social media engagement and digital customer support for global brands. I own end-to-end program strategy, operating models, and Sprinklr administration across 80+ accounts and 100+ users, delivering 100M+ annual interactions. I partner with cross-functional teams to design scalable workflows, governance frameworks, and executive-ready insights that drive customer satisfaction, efficiency, and continuous improvement across sales, marketing, analytics, and operations.

Kyle Hartzler

Project Manager, Social Media Manager, Marketing Strategist, +1

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I’m Kyle Hartzler, a results-driven Senior Program Manager specializing in enterprise social media engagement and digital customer support for global brands. I own end-to-end program strategy, operating models, and Sprinklr administration across 80+ accounts and 100+ users, delivering 100M+ annual interactions. I partner with cross-functional teams to design scalable workflows, governance frameworks, and executive-ready insights that drive customer satisfaction, efficiency, and continuous improvement across sales, marketing, analytics, and operations.…I’m Kyle Hartzler, a results-driven Senior Program Manager specializing in enterprise social media engagement and digital customer support for global brands. I own end-to-end program strategy, operating models, and Sprinklr administration across 80+ accounts and 100+ users, delivering 100M+ annual interactions. I partner with cross-functional teams to design scalable workflows, governance frameworks, and executive-ready insights that drive customer satisfaction, efficiency, and continuous improvement across sales, marketing, analytics, and operations.

Available to hire

I’m Kyle Hartzler, a results-driven Senior Program Manager specializing in enterprise social media engagement and digital customer support for global brands. I own end-to-end program strategy, operating models, and Sprinklr administration across 80+ accounts and 100+ users, delivering 100M+ annual interactions. I partner with cross-functional teams to design scalable workflows, governance frameworks, and executive-ready insights that drive customer satisfaction, efficiency, and continuous improvement across sales, marketing, analytics, and operations.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Lead Senior Program Manager, Social Channels & Digital Engagement at Amazon — Seller Support & Third-Party Seller Experience

November 1, 2021 - Present

Own end-to-end social media strategy, operating model, and program delivery for Amazon's third-party seller channels across Twitter/X, Facebook, TikTok, YouTube, Instagram, LinkedIn, and emerging platforms—managing 80+ social accounts and 100+ platform users. Serve as primary Sprinklr platform owner: administer case management workflows, social listening configurations, publishing and marketing execution, tagging/taxonomy standards, workflow automation, routing, and global escalation pathways. Define and execute governance frameworks with performance scorecards, SLA reporting, quality assurance, and compliance ensuring policy adherence across distributed teams. Build executive dashboards and voice-of-customer narratives to translate cross-channel signals into insights for leadership, partnering with Seller Support, Brand, Marketing, Analytics, Legal, and Operations to design standardized workflows balancing SLAs, quality, risk, and advocacy. Lead platform integration and expansion in

Social Media Program Manager, @AppleSupport at Apple

January 1, 2016 - December 31, 2021

Established and scaled the @AppleSupport social media presence, building a global digital customer support channel serving millions. Designed and implemented social care operations with triage logic, case routing, standardized responses, quality controls, and SLA reporting to improve consistency and satisfaction. Drove cross-functional alignment with Engineering, Customer Care, Brand, Legal, and Policy on support tone, escalation workflows, and content guidelines. Integrated social listening to surface real-time product insights and close feedback loops with product and care leadership. Co-owned governance for community policy, privacy compliance, and cross-platform content standards.