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Description

The Support Products & Services, Advertiser Advocacy program team's mission is to be the voice of self-service Advertisers within Amazon Advertising to deliver seamless product experiences in which they never need help. We deeply understand the user experience and pain points with self-service Ads. We work directly with product teams using support data and anecdotes to: 1) pre-empt and prevent friction points within products before they launch, 2) eliminate friction in existing product workflows, and 3) drive for fast resolution of system disruptions and drive corrective actions to prevent recurrence.

We are looking for a Senior Program Manager to help us gracefully manage change across product and program functions and contact center operations. The Sr. PgM will ensure that Amazon Selling Partners and Associates are ready for any process, policy or product change that impacts them. We view every change as a trust-busting or loyalty-building experience. The processes you will build and maintain will guarantee thorough and timely readiness to enable the business to grow and expand.

Key job responsibilities

• Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes and quality experiences.

• Identify and analyze data to isolate issues, develop solutions and proactively prioritize opportunities for Advertiser experience improvements.

• Plan and manage multiple parallel projects.

• Maximize resource utilization for the greater good of the organization.

• Create, maintain and disseminate project information in the appropriate format and at the appropriate cadence to stakeholders and senior management.

• Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Advertiser needs and using data and technology to anticipate and exceed them.

• Create self-sustaining processes that allow you to scale and focus on high value activities.

A day in the life

In this high-profile role, you will collaborate with numerous operational, training, product, and software development teams both inside and outside SP&S to identify, define and specify solutions that create the conditions for Advertiser success. You will build collaborative relationships with these partners, working closely to identify and resolve defects to create and execute quality change. You will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis, and you will prepare and execute regular program updates to senior management.

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• PMP

• Experience in Support Operations (Contact Center). Training in Six Sigma, Kaizen, Agile, or other Process Improvement methodologies. Experience with CRM and other contact management support tools

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/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.