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.
