**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

Are you passionate about improving the quality of support operations with impact to global programs and customers? Do you like to develop relationships with global teams with the goal of creating customer-centric solutions that drive measurable results? Does coordinating priorities across teams, countries and cultures sound exciting to you? If so, the worldwide Concessions Abuse Prevention (CAP) team is looking for a Training Specialist to partner closely with the Instructional Design and Training delivery teams to ensure we deliver tailored high quality training for a specialized set of functions.

The role will also be responsible for driving key support metrics by closely working with Program, Training, Instructional Design, and Operations teams. This individual needs to be the voice of the customer and associate to the training and program teams. If you are a professional who thrives in a dynamic, ever-changing environment with experience in training delivery and management, we want to speak with you!

The ideal candidate possesses--

• the ability to take initiative, be proactive without waiting for direction;
• a strong understanding of associate training;
• key analytical skills to identify possible gaps in metrics and reporting and create accurate and timely training reports to influence key decisions;
• acute attention to detail in a deadline-driven environment;
• excellent written and verbal communication skills, with stakeholders and leadership; and
• an obsession about the customer experience; never settle for good enough, and continually inspire others to do better for the customer.

Key job responsibilities

• Work with Operations, Subject Matter Experts, and other key stakeholders to identify target audience training needs.
• Work with the instructional design team to develop end to end training programs to address gaps.
• Identify, define, track, assess and report metrics and training effectiveness.
• Improve training efficacy by driving implementation of training interventions in various programs.
• Maintain training reports on all training activities and analyze data in order to drive results and learning effectiveness.
• Own and manage stakeholder communications and presenting project status on weekly, monthly and quarterly reviews.
• Manage the tools, processes and people to coordinate the logistical details and run key training programs.
• Implement and manage change as and when needed.
• Standardize and maintain processes specific to the project in partnership with the Program and Operations teams.