Sr. Manager, Advertiser Support, Support Products & Services

Amazon • New York, NY

4d

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. A day in the life On a typical day, you may be presenting a strategic proposal document to senior leaders and stakeholders. Or you may be reviewing a program roadmap from one of your team. You may be leading a weekly metrics review with your team, or advocating with the software development team for tool improvements. You might be traveling internationally, or coaching your directs via Zoom. You might be negotiating with key partners to improve a bad experience for advertisers. About the team 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees