Amazon Ads is seeking an experienced technical leader to join our Services organization as a Manager of Technical Programmatic Solutions Consultants, based in New York. In this role, you'll lead a team of Technical Enablers supporting Amazon's largest advertisers and agencies across the US market. You'll be responsible for building and scaling post-sales technical support capabilities, driving innovation in customer solutions, and ensuring your team delivers exceptional service quality to our enterprise customers.
Amazon Ads helps brands create experiences that delight customers and deliver meaningful results. With 300+ million worldwide active customer accounts, and first-party insights based on shopping, streaming and browsing signals, brands can craft relevant campaigns that enhance customer experiences. Our solutions on Amazon.com, services like Twitch, IMDb TV, Alexa, Amazon Music, and partnerships with third-party publishers and exchanges make Amazon Ads the ultimate amplifier for brands to reach the right audiences in the right places, both on and off Amazon.
Our programmatic advertising platform, the Amazon Demand Side Platform (DSP), is becoming increasingly popular with major advertisers and agencies worldwide. We believe we understand e-commerce advertising better than anybody else and want to turn it into a science of its own that all users can leverage for their programmatic advertising.
As a manager, you will oversee a critical portion of our technical DSP Services team, which works with enterprise agency and advertiser customers. You will manage a team of Technical Programmatic Solutions Consultants with expertise in advertising technology, programmatic advertising, and the Amazon DSP, who are leveraging this expertise to resolve a wide range of technical issues for our customers. Your team provides services ranging from custom training programs, to product and campaign strategy sessions, to technical troubleshooting. We help our customers understand how to integrate our technology into their workflow, driving self-sufficiency within the Amazon DSP.
You have experience managing a team and are able to work and inspire directly and indirectly across the US and WW teams. You have a great track record of delivering complex projects and have impressed your stakeholders at all levels with your ability to communicate both written and verbally. You have demonstrated problem-solving capabilities across both technical and non-technical teams. The right candidate also possesses strong analytical acumen and is comfortable drawing metric-based conclusions by managing an extensive amount of data. You stay on top of industry and competitive trends, and you are able to execute at both a tactical and strategic level to drive customer satisfaction.
Key job responsibilities
- Navigate a high level of ambiguity. You love whitespace, and treat this space as your own company. You identify key business problems to prioritize then present the solutions to solve them on behalf of the business.
- Take ownership of managing a team of Programmatic Solutions Consultants, including resource planning and driving success for the team’s customer category, possessing a complete understanding of internal and external variables that impact the business
- Work tactically and strategically. Determines the right strategy and where to simplify or extend solutions for the best outcome of the assigned category
- Be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions
- Set goals and direction for the team, ensuring alignment with broader business goals and vision
- Hire, develop, and lead a team of Programmatic Solutions Consultants
- Thrive on technology and data and have expertise in monitoring and managing a services organization to maximum efficiency, productivity, and quality.
- Generate and implement big ideas to drive business improvement, innovation, and scale within the team and across the business as a whole. Lead cross functional collaboration to get big ideas implemented.
- Anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, anticipate and make trade-offs
- Have strong communication skills and experience working across diverse stakeholder groups
- Represent Amazon when meeting with senior executive teams from top customers and build long term strategic relationships
A day in the life
* Lead and develop a team of Technical Enablers who resolve complex campaign execution issues and blockers for enterprise customers, particularly programmatic trading desks
* Drive operational excellence in technical issue resolution, ensuring your team provides knowledgeable and responsive support across our DSP product and processes
* Establish and optimize processes for issue investigation, including identifying campaign configuration and software defects, reproducing complex cases, and researching solutions
* Partner with Product, Engineering, and Sales teams to influence roadmaps based on customer feedback and technical insights derived from your team's interactions
* Develop and implement strategies to scale service quality, including the creation of tools and automation initiatives
* Own relationships with key stakeholders Services, Product teams, and Support Engineering
* Define and track success metrics around handling time, time to resolution, and service quality
* Build mechanisms to scale knowledge across the organization and enable first-line support teams
* Provide critical input for product prioritization to address root causes of customer incidents
* Ensure your team maintains the high customer service bar set by Amazon, recognizing that our advertising customers are likely Amazon customers
