Sr. Manager, Advertiser Support, Support Products & Services

Amazon.com, Inc.•New York, NY

65d

About The Position

Amazon's Advertiser Support provides on-demand support for 2MM global self-service advertisers, including large brands and prominent agencies. Our team is the most accessible way advertisers can get help resolving issues and consult on improving delivery and performance. We are looking for an innovative, inspiring leader to transform our contact center operations into a world-class scaled services organization. As an experienced ad industry services leader, you will manage a global team that contributes directly to Amazon's bottom line. Through improved hiring, training and tools, you will expand and uplevel the quality of services we provide. The SP&S team's long-held mission has been to provide the right support at the right time to ensure self-service advertisers can effectively grow their business through Amazon Advertising. We offer a variety of thoughtfully linked support interactions: in-workflow Help content, an AI-driven chat experience, and 1:1 associate support. Each interaction type offers distinct benefits, but all aim to address an advertiser's need in that moment, inspire action, and see around corners to offer additional ways we can help them grow their business.

Requirements

Bachelor's degree in marketing, advertising, business or equivalent
Experience working with, presenting to and influencing senior executives up to VP level
Experience managing and developing high performance teams
Knowledge of key technology and market trends
Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
10+ years of experience in account management, client services, or a similar customer-facing role
Proven track record of expanding services and driving high impact metrics.
In-depth knowledge of account management, including strategic planning, KPI tracking, client communication, and issue resolution.

Nice To Haves

Master's degree, or MBA in management, business administration, economics, engineering, marketing
Experience working within a global company, with multi-country responsibilities
Demonstrated use AI for research or analysis in a services organization

Responsibilities

Lead, inspire and coach a world-wide team of over 300 employees; our specialists serve advertisers in nineteen different countries and nine languages through email, phone and chat.
Hire and grow deep expertise in advertising across all team members.
Define and manage to both operational and business KPIs.
Create and manage programs that create scale and address complex advertiser needs.
Lead the creation of increasingly accurate capacity planning models to ensure staffing and scheduling to hit high-bar service levels across multiple channels, sites and languages.
Create and lead flexible staffing strategies to meet evolving business requirements.

Benefits

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,300/year in our lowest geographic market up to $248,400/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.

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