Amazon

DESCRIPTION

Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? The Advertising Support Products & Services (SP&S) team provides a world-class Help experience and contact center support to the global Selling Partners, Brands, and Authors who use Amazon Demand Side Platform (ADSP), Sponsored Advertising products. We are looking for a dynamic Sr. Program Manager to envision and lead the efforts of developing a comprehensive strategy to elevate the advertiser support interaction quality. As the program manager, you'll be at the forefront of developing and implementing strategies to enhance our support processes by collaborating with cross-functional teams to identify areas for improvement, design innovative solutions, and drive their implementation across our global advertiser support network.

Key job responsibilities

• Own the quality strategy across the advertiser support network, focusing on optimizing human-assisted interactions to consistently elevate the advertiser experience through measurable improvements
• Set strategic senior level goals measuring effectiveness of our interaction quality.
• Develop a robust measurement strategy to track and improve advertiser contact interaction experience.
• Drive strategic partnerships across product, content, and operations teams to establish robust feedback loops that enhance 1:1 support quality, translating front-line insights into actionable improvements and cross-functional initiatives to optimize advertiser interactions.
• Use performance data to surface identify defects and trends across workflows, tools, and associate skills and behaviors.
• Design and implement scalable solutions to close performance gaps whether through process improvements, coaching programs, and comprehensive training initiatives to consistently elevate support excellence.
• Work with business intelligence and data science teams to effectively measure the impact of quality improvements.
• Create, maintain and disseminate program information in the appropriate format and at the appropriate cadence to stakeholders and senior management.
• Design and maintain reporting mechanisms to inspect performance data and translate it into actionable insights for continuous improvement.
• Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Advertiser needs and using data and technology to anticipate.
• Create self-sustaining processes that allow you to scale and focus on high value activities.

About the team

The Advertiser Support (AdSu) team’s vision is to empower self-service Advertisers with the right human support assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions address immediate issues and unlock future business opportunity.

BASIC QUALIFICATIONS

• 7+ years of program or project management experience
• 7+ years of working cross functionally with tech and non-tech teams experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience using data and metrics to determine and drive improvements
• 5+ years experience in programmatic and/ or self-service advertising

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• 5+ years experience working with contact centers quality

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.