Are you a passionate customer advocate who is energized by working with diverse, cross-functional teams? The Advertising Support Products & Services (SP&S) team provides a world-class 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 Senior Program Manager to envision and develop a comprehensive onboarding experience for new users to ADSP. The Sr. PM will ensure that Advertisers, e.g. agencies and traders, are equipped with the knowledge, resources, and support they need to confidently create successful self-service Display, Video, and Audio campaigns. They will work with help content developers to create and evolve an intuitive onboarding guide for new users. They will also work support operations teams to ensure support specialists provide expert onboarding support, for Advertisers who prefer to talk to a human. The Sr. PgM ADSP Onboarding will ensure a seamless onboarding experience for new ADSP users, resulting in successful campaigns, and increased investment from advertisers.

Key job responsibilities
• Create a comprehensive vision and strategy to help new users onboard to ADSP spanning help content (i.e. self-service), and human-assisted support, when the advertiser prefers.
• Drive strategy across product, platform tech, support content, and operations leaders. Influence prioritization to deliver results.
• Set strategic senior level goals measuring the effectiveness of our onboarding experience at helping advertisers successfully launch campaigns.
• Work with business intelligence and data science teams to effectively measure the impact of effective onboarding on the business.
• Create, maintain and disseminate project information in the appropriate format and at the appropriate cadence to stakeholders and senior management. Build reporting mechanisms.
• Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing Advertiser needs and using data and technology to anticipate and exceed them.
• Create self-sustaining processes that allow you to scale and focus on high value activities.