Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? The Advertising Support Products & Services (SP&S) team provides a world-class Help experience and contact center support to the global Selling Partners, Brands, and Authors who use Amazon Demand Side Platform (ADSP), Sponsored Advertising products. We are looking for a Senior Program Manager to envision and develop a comprehensive onboarding experience for new users to ADSP. The Sr. PM will ensure that Advertisers, e.g. agencies and traders, are equipped with the knowledge, resources, and support they need to confidently create successful self-service Display, Video, and Audio campaigns. They will work with help content developers to create and evolve an intuitive onboarding guide for new users. They will also work support operations teams to ensure support specialists provide expert onboarding support, for Advertisers who prefer to talk to a human. The Sr. PgM ADSP Onboarding will ensure a seamless onboarding experience for new ADSP users, resulting in successful campaigns, and increased investment from advertisers.

Key job responsibilities
• Create a comprehensive vision and strategy to help new users onboard to ADSP spanning help content (i.e. self-service), and human-assisted support, when the advertiser prefers.
• Drive strategy across product, platform tech, support content, and operations leaders. Influence prioritization to deliver results.
• Set strategic senior level goals measuring the effectiveness of our onboarding experience at helping advertisers successfully launch campaigns.
• Work with business intelligence and data science teams to effectively measure the impact of effective onboarding on the business.
• Create, maintain and disseminate project information in the appropriate format and at the appropriate cadence to stakeholders and senior management. Build reporting mechanisms.
• 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.

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
- 5+ years experience in programmatic advertising

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 5+ years of experience working with contact centers.
- 5+ years experience in support content development.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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.