Sr. Manager, Advertiser Support, Support Products & Services

About the role

Amazon's Advertiser Support provides on-demand support for 2MM global self-service advertisers, including large brands and prominent agencies. Our team is the most accessible way advertisers can get help resolving issues and consult on improving delivery and performance.

Responsibilities

• Lead, inspire and coach a world-wide team of over 300 employees; our specialists serve advertisers in nineteen different countries and nine languages through email, phone and chat.
• Hire and grow deep expertise in advertising across all team members.
• Create and manage programs that create scale and address complex advertiser needs.
• Lead the creation of increasingly accurate capacity planning models to ensure staffing and scheduling to hit high-bar service levels across multiple channels, sites and languages.
• Create and lead flexible staffing strategies to meet evolving business requirements.

Qualifications

• Bachelor's degree in marketing, advertising, business or equivalent
• Experience working with, presenting to and influencing senior executives up to VP level
• Experience managing and developing high performance teams
• Knowledge of key technology and market trends
• Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
• 10+ years of experience in account management, client services, or a similar customer-facing role
• Proven track record of expanding services and driving high impact metrics.
• In-depth knowledge of account management, including strategic planning, KPI tracking, client communication, and issue resolution.