Sr. Program Manager, Advertiser Support Products & Services
Sr. Program Manager, Advertiser Support Products & Services
Posted on :
13-05-2025
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1 Vacancy
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Job Description
Advertiser Support Products & Services (SP&S) mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. Highquality support interactions address immediate issues and unlock future business opportunity. For selfservice advertisers this includes providing education in their moment of need resolving issues they encounter and predicting needs in order to offer recommendations that correct issues or accelerate their business.
The SP&S Advertiser Advocacy program team is the voice of selfservice 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 selfservice Ads. We work directly with product teams using support data and anecdotes to: 1) preempt 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.
The Senior Program Manager Advertiser Advocacy is the voice of the selfservice advertisers and traders who use Amazon DemandSide Platform (ADSP). They work directly with selfservice Display Video and Audio (SSDVA) product and ADSP platform owners to improve the Advertiser experience. They will set goals to eliminate the need for advertisers to reach out for help when using SSDVA products. They deliver insights and product improvement recommendations using support data and anecdotes. They will establish and own mechanisms such as establishing support interaction prevention goals driving weekly business reviews providing support data and contact deep dives providing regular product improvement recommendations running shadowing sessions with product leaders and will own measuring the impact of improvement efforts. In cases where Advertisers do reach out for support the Sr PgM will work with product teams to eliminate all blockers preventing support associates from resolving Advertiser issues in the first contact.
Key job responsibilities
Set support interaction prevention goals with SSDVA Advertising product leadership.
Track and report out on goal progress through Kingpin and regular program updates.
Drive creation and maintenance of reporting mechanisms including dashboards and weekly business review (WBR) slides.
Provide weekly updates in SP&S WBR on contact trends for a given product area.
Attend or establish product level WBRs to report on progress to goals contact and support metrics and Advertiser anecdotes.
Set up mechanisms for product teams to review support interactions and pain points.
Provide regular deepdives into top opportunities and make product improvement recommendations to product teams.
Measure the impact of product improvement initiatives through weblab or difference and difference methodology.
Work with product team to eliminate dependencies (tickets) from associate SOPs when there is a contact.
Partner with Release Readiness PgMs to ensure minimal Advertiser impact from new product launches. Work with HIE program to ensure corrective actions are taken following HIEs in product area.
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
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
Experience in a call center voiceofcustomer function.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
The SP&S Advertiser Advocacy program team is the voice of selfservice 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 selfservice Ads. We work directly with product teams using support data and anecdotes to: 1) preempt 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.
The Senior Program Manager Advertiser Advocacy is the voice of the selfservice advertisers and traders who use Amazon DemandSide Platform (ADSP). They work directly with selfservice Display Video and Audio (SSDVA) product and ADSP platform owners to improve the Advertiser experience. They will set goals to eliminate the need for advertisers to reach out for help when using SSDVA products. They deliver insights and product improvement recommendations using support data and anecdotes. They will establish and own mechanisms such as establishing support interaction prevention goals driving weekly business reviews providing support data and contact deep dives providing regular product improvement recommendations running shadowing sessions with product leaders and will own measuring the impact of improvement efforts. In cases where Advertisers do reach out for support the Sr PgM will work with product teams to eliminate all blockers preventing support associates from resolving Advertiser issues in the first contact.
Key job responsibilities
Set support interaction prevention goals with SSDVA Advertising product leadership.
Track and report out on goal progress through Kingpin and regular program updates.
Drive creation and maintenance of reporting mechanisms including dashboards and weekly business review (WBR) slides.
Provide weekly updates in SP&S WBR on contact trends for a given product area.
Attend or establish product level WBRs to report on progress to goals contact and support metrics and Advertiser anecdotes.
Set up mechanisms for product teams to review support interactions and pain points.
Provide regular deepdives into top opportunities and make product improvement recommendations to product teams.
Measure the impact of product improvement initiatives through weblab or difference and difference methodology.
Work with product team to eliminate dependencies (tickets) from associate SOPs when there is a contact.
Partner with Release Readiness PgMs to ensure minimal Advertiser impact from new product launches. Work with HIE program to ensure corrective actions are taken following HIEs in product area.
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
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
Experience in a call center voiceofcustomer function.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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