Amazon Advertising LLC is looking to elevate the advertiser support interaction quality for its global Selling Partners, Brands, and Authors who use Amazon Demand Side Platform (ADSP), Sponsored Advertising products
Requirements
- 7+ years of program or project management experience
- 7+ years of working cross functionally with 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 programmatic and/ or self-service advertising
- 2+ years of driving process improvements experience
- 5+ years experience working with contact centers quality
Responsibilities
- Own the quality strategy across the advertiser support network, focusing on optimizing human-assisted interactions to consistently elevate the advertiser experience through measurable improvements
- Develop a robust measurement strategy to track and improve advertiser contact interaction experience
- Drive strategic partnerships across product, content, and operations teams to establish robust feedback loops that enhance 1:1 support quality, translating front-line insights into actionable improvements and cross-functional initiatives to optimize advertiser interactions
- Use performance data to surface identify defects and trends across workflows, tools, and associate skills and behaviors
- Design and implement scalable solutions to close performance gaps whether through process improvements, coaching programs, and comprehensive training initiatives to consistently elevate support excellence
- Work with business intelligence and data science teams to effectively measure the impact of quality improvements
- Design and maintain reporting mechanisms to inspect performance data and translate it into actionable insights for continuous improvement
Other
- 7+ years of program or project management experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 5+ years experience working with contact centers quality
- Ability to work with diverse, cross-functional teams
- Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status
