Sr. Manager, Advertiser Experience, Training & Quality, Advertiser Support

Full-time
**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:
- 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.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA
Apply Now

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