Sr. Quality Program Manager, Advertiser Support
Sr. Quality Program Manager, Advertiser Support
Posted on :
23-05-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
23-05-2025
Job Description
Are you a passionate customer advocate who is energized by working with diverse crossfunctional teams The Advertising Support Products & Services (SP&S) team provides a worldclass 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 dynamic Sr. Program Manager to envision and lead the efforts of developing a comprehensive strategy to elevate the advertiser support interaction quality. As the program manager youll be at the forefront of developing and implementing strategies to enhance our support processes by collaborating with crossfunctional teams to identify areas for improvement design innovative solutions and drive their implementation across our global advertiser support network.
Key job responsibilities
* Own the quality strategy across the advertiser support network focusing on optimizing humanassisted interactions to consistently elevate the advertiser experience through measurable improvements
* Set strategic senior level goals measuring effectiveness of our interaction quality.
* Develop a robust measurement strategy to track and improve advertiser contact interaction experience.
* Drive strategic partnerships across product content and operations teams to establish robust feedback loops that enhance 1:1 support quality translating frontline insights into actionable improvements and crossfunctional initiatives to optimize advertiser interactions.
* Use performance data to surface identify defects and trends across workflows tools and associate skills and behaviors.
* Design and implement scalable solutions to close performance gaps whether through process improvements coaching programs and comprehensive training initiatives to consistently elevate support excellence.
* Work with business intelligence and data science teams to effectively measure the impact of quality improvements.
* Create maintain and disseminate program information in the appropriate format and at the appropriate cadence to stakeholders and senior management.
* Design and maintain reporting mechanisms to inspect performance data and translate it into actionable insights for continuous improvement.
* Be a visible and vocal role model across the wider business for Amazons customercentric culture championing Advertiser needs and using data and technology to anticipate.
* Create selfsustaining processes that allow you to scale and focus on high value activities.
About the team
The Advertiser Support (AdSu) teams vision is to empower selfservice Advertisers with the right human support 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.
7 years of program or project management experience
7 years of working cross functionally with tech and nontech teams experience
Experience owning program strategy end to end delivery and communicating results to senior leadership
Experience using data and metrics to determine and drive improvements
5 years experience in programmatic and/ or selfservice advertising
2 years of driving process improvements experience
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
5 years experience working with contact centers quality
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.
Key job responsibilities
* Own the quality strategy across the advertiser support network focusing on optimizing humanassisted interactions to consistently elevate the advertiser experience through measurable improvements
* Set strategic senior level goals measuring effectiveness of our interaction quality.
* Develop a robust measurement strategy to track and improve advertiser contact interaction experience.
* Drive strategic partnerships across product content and operations teams to establish robust feedback loops that enhance 1:1 support quality translating frontline insights into actionable improvements and crossfunctional initiatives to optimize advertiser interactions.
* Use performance data to surface identify defects and trends across workflows tools and associate skills and behaviors.
* Design and implement scalable solutions to close performance gaps whether through process improvements coaching programs and comprehensive training initiatives to consistently elevate support excellence.
* Work with business intelligence and data science teams to effectively measure the impact of quality improvements.
* Create maintain and disseminate program information in the appropriate format and at the appropriate cadence to stakeholders and senior management.
* Design and maintain reporting mechanisms to inspect performance data and translate it into actionable insights for continuous improvement.
* Be a visible and vocal role model across the wider business for Amazons customercentric culture championing Advertiser needs and using data and technology to anticipate.
* Create selfsustaining processes that allow you to scale and focus on high value activities.
About the team
The Advertiser Support (AdSu) teams vision is to empower selfservice Advertisers with the right human support 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.
7 years of program or project management experience
7 years of working cross functionally with tech and nontech teams experience
Experience owning program strategy end to end delivery and communicating results to senior leadership
Experience using data and metrics to determine and drive improvements
5 years experience in programmatic and/ or selfservice advertising
2 years of driving process improvements experience
Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
5 years experience working with contact centers quality
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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