At Amazon Advertising, we sit at the intersection of advertising and eCommerce. With millions of customers visiting us every day to find, discover, and buy products, we believe that advertising, when done well, can enhance the value of the customer experience and generate a positive return on investment for our advertising partners. We strive to make advertising relevant so that customers welcome it and advertisers can easily implement it. If you’re interested in innovative advertising solutions with a relentless focus on the customer, you’ve come to the right place!
The Sales GTM organization sits squarely between the product teams who make our ad solutions, and the field teams who sell it. Given this team’s unique position within the Ads org, the Sales GTM organization is often called upon to help drive GTM strategy and organizational change when doing so results in clear benefits for our customers. As a Customer Success Lead, you will drive operational excellence initiatives for Amazon's Audio Advertising business. In this role, you will implement, scale and manage frameworks that enable our growing audio ads organization to operate efficiently and effectively to maximize the success of our customers. As a key member of our team, you will partner with Audio sales, Audio product, and Amazon Ads account teams to design scalable campaign execution workflows, streamline escalation processes, lead troubleshooting efforts, support beta launches by validating product functionality and building account team SOPs, and build mechanisms that help measure and optimize operational efficiency as our audio ads organization grows. This role combines strategic thinking with hands-on problem-solving to help scale the success of our Audio Advertising business.
Key job responsibilities
- Own and manage Ad Ops relationships across campaign booking and trafficking processes
- Own the Audio Ads “paper cut tracker” and drive resolution with partner teams on issues as they are added
- Drive operational rigor across the Audio Ads organization by establishing long-term scalable processes, metrics, and reporting frameworks as it relates to campaign execution.
- Owning the interpretation and translating arising technical issues to GTM/Tech Bus Dev/Sales teams
- Partner with product, engineering, sales, and business development teams to identify and differentiate between operational gaps and tool errors that require direct product involvement to fix and implement solutions that improve efficiency
- Own and maintain account team Slack communication channel workflows to track reoccurring issues that may need larger project attention and own account team communications in such
- Own, maintain and update Wiki documentation for operational processes and procedures with Ad Operations for campaign management and creative production processes as well as general updates to the team
- Identify opportunities for continuous improvement in problem areas and lead process optimization initiatives as well as reporting mechanism to show improvements
- Develop and manage key stakeholder communications and facilitate a mechanism for escalations for operational barriers
- Provide RFP support by delivering audience insights, scale, reach metrics, and other relevant data as well as advising on creative best practices
