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Sr. Manager, Advertiser Experience, Training & Quality, Advertiser Support
Amazon.comUnited Statesfull_timeVerifiedPosted 30 May 2023
💰 $206,500/yr($111,100/yr – $206,500/yr)
About the role
**We are open to hiring this role in Seattle WA or New York NY!**
Lead transformation in one of Amazon’s fastest growing businesses! Amazon Advertising is searching for an experienced senior leader to help evolve our worldwide contact center training and quality programs to maximize associate performance and provide the best possible advertiser experience.
The Sr. Manager of Advertiser Support Experience, Training & Quality will lead a global team that currently includes:
Key job responsibilities
The ideal candidate will have a strong background in global contact center operations and an exceptional track record of developing teams that deliver top-tier results.
Key responsibilities:
A day in the life
As a Sr. Manager, your primary focus is coaching and developing your team to excel in their roles. You spend time studying KPIs and analyzing advertiser survey data to identify trends and areas for improvement. With this knowledge, you collaboratively plan and implement initiatives for continuous improvement, ensuring that the team consistently enhances the advertiser experience. You guide and support your team members, empowering them to reach their full potential and deliver outstanding results. By fostering a culture of growth and continuous learning, you drive success and excellence in our support services.
About the team
The Advertising Support & Operations (ASO) team’s vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions address immediate issues and unlock future business opportunity.
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 $111,100/year in our lowest geographic market up to $206,500/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. Applicants should apply via our internal or external career site.
Lead transformation in one of Amazon’s fastest growing businesses! Amazon Advertising is searching for an experienced senior leader to help evolve our worldwide contact center training and quality programs to maximize associate performance and provide the best possible advertiser experience.
The Sr. Manager of Advertiser Support Experience, Training & Quality will lead a global team that currently includes:
- 3 Trainers
- 2 Instructional Designers
- 1 Content Strategist,
- 1 Content Developer
- 1 Release Readiness Program Manager
- 1 Sr. Quality Program Manager
Key job responsibilities
The ideal candidate will have a strong background in global contact center operations and an exceptional track record of developing teams that deliver top-tier results.
Key responsibilities:
- Quality Assurance: define audit standards, oversee contact auditing process, drive first contact resolution. Develop a robust measurement strategy to track and improve performance.
- Training: Manage a global team of instructional designers and trainers to develop and deliver comprehensive training programs for new hires and upskilling tenured associates.
- Content: Own knowledge management infrastructure, develop and evolve standard operating procedures (SOPs) and associate quick reference guides/templates.
- Associate Scorecards: define and mange operational KPIs that result in exceptional support quality and partner with operations leaders to drive performance improvement.
- Advertiser experience measurement and improvement: implement and oversee support surveys, develop action plans based upon feedback, and lead communication efforts to continuously improve the advertiser support experience.
- Release Readiness: Manage the readiness of the team for new releases, ensuring proper training and resources are available.
- High-Impact Event Response: Prepare and lead the team in responding to high-impact events to minimize disruption and maintain advertiser satisfaction.
A day in the life
As a Sr. Manager, your primary focus is coaching and developing your team to excel in their roles. You spend time studying KPIs and analyzing advertiser survey data to identify trends and areas for improvement. With this knowledge, you collaboratively plan and implement initiatives for continuous improvement, ensuring that the team consistently enhances the advertiser experience. You guide and support your team members, empowering them to reach their full potential and deliver outstanding results. By fostering a culture of growth and continuous learning, you drive success and excellence in our support services.
About the team
The Advertising Support & Operations (ASO) team’s vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions address immediate issues and unlock future business opportunity.
Basic Qualifications
- Bachelor's degree
- 7+ years of people management experience
- 7+ years of program or project management experience
- 3+ years leading contact center strategies
- 2+ years leading training programs
- 2+ years leading quality programs
Preferred Qualifications
- Experience leading localization processes
- Experience leading content strategy
- Experience working with global, virtual teams
- Experience with digital advertising
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 $111,100/year in our lowest geographic market up to $206,500/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. Applicants should apply via our internal or external career site.
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