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Description

Amazon Ads is seeking a leader to define, build, and execute the program for customer success and service, including the ad operations roadmap from customer onboarding through ongoing customer service and optimization support for Amazon Retail Ad Service. This service enables retailers to launch and scale their own ads business using Amazon’s proven ad-technology and advertisers to connect with shoppers across retailers. To learn more about Amazon Retail Ad Service, visit https://advertising.amazon.com/retail-ad-service.

We are looking for a dynamic Sr. Program Manager to envision and lead development of a comprehensive strategy for customer service, including advertiser onboarding and ongoing support. As the program manager, you'll be at the forefront of developing and implementing customer success strategies by collaborating with cross-functional teams to identify areas for improvement, design innovative solutions, and drive implementation across our global advertiser sales, support, and partner management network.

The Senior Program Manager is the voice of advertisers and retailers who use Amazon Retail Ad Service, and will work directly with front-line customer-facing teams and product and tech owners to deliver and scale an exceptional customer experience. You will set goals to eliminate customer defects, as well as for effective response when defects arise. You will deliver insights and product improvement recommendations using support data and anecdotes. You will establish and own mechanisms, such as establishing support-related goals, driving weekly business reviews, providing support data and contact deep dives, providing regular product improvement recommendations, running shadowing sessions for product leaders, and will owning impact measurement of improvement efforts. When support required, the Sr. Program Manager will work with product teams to eliminate blockers that prevent support associates from effectively resolving customer issues in the first contact. The Sr. Program Manager will also define and build scalable programs to onboard new advertisers to Amazon Retail Ad Service, and help manage their full lifecycle from discovery to launch. They will own building SOPs, product artifacts, training and tools that enable customers to seamlessly learn about and adopt Amazon Retail Ad Service.

Basic Qualifications

- 3+ years of post-undergraduate and pre-Master's professional or military experience

- Master's degree

- 5+ years of post Master's, full-time relevant industry (professional or military) experience

- 5+ years of working cross functionally with both 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 advertising industry

Preferred Qualifications

- Experience with Lean/Six Sigma

- 2+ years of driving process improvements experience

- Master's degree, or MBA in business, operations, technology or related field

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 $115,400/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.