Description Advertising at Amazon is a fast-growing multi-billion dollar business that spans across desktop, mobile and connected devices; encompasses ads on Amazon and a vast network of hundreds of thousands of third party publishers; and extends across US, EU, and an increasing number of international geographies. The Supply Quality org within Amazon Ads leverages proprietary and third-party technology to provide these products across almost all Amazon Ads programs : invalid traffic (IVT) filtration, viewability prediction and measurement, and content adjacency policy enforcement capabilities. Together, these products ensure that Amazon’s retail, advertiser, and publisher customers have a high-quality advertising experience and build trust that helps drive repeat customers. Operating horizontally within Supply Quality, the Customer Success team is tasked with a) ensuring a great customer experience by expediently addressing customer issues pertaining to Supply Quality b) insights and analytics for Traffic Quality business metrics and KPIs. We are looking for a Sr. Program Manager to help drive Customer Success, with a focus on Supply Quality for Amazon's demand and supply side programs. The ideal candidate has deep experience in online advertising, has a passion for delivering great customer experiences, enjoys solving ambiguous problems, is a quick learner, and an excellent communicator. Key job responsibilities - Lead Tier-2 support initiatives for Supply Quality programs - Own a strategic roadmap for continuous improvement and automation efforts towards progressing on the team’s charter. - Drive results for cross-functional, cross-org problem statements by effectively leveraging program management frameworks, tools and best practices - Build high-quality processes and mechanisms that work at global scale to uphold customer trust. - Deep-dive into complex issues, disambiguate problems, and provide guidance on resolution. - Work cross-functionally with Business Analysts, Business Intelligence Engineers, Data Scientists, Engineers, and Product Management to implement the right solutions - Be responsible for metrics and insights around issue resolution. - Partner with internal stakeholders, Sales, Legal, Privacy, and PR as necessary towards delivering a great customer experience. Basic Qualifications - 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 - 5+ years of delivering cross functional projects experience - Strong bias for action; ability to create a sense of urgency in a fast-paced, entrepreneurial environment - Ability to influence stakeholders and leadership through data-driven communications - Excellent written and verbal communication skills Preferred Qualifications - MBA, or Master's degree - Experience working cross functionally with tech and non-tech teams - Experience in programmatic advertising