Amazon Ads operates at the intersection of advertising and ecommerce and offers advertisers a rich array of innovative advertising solutions across Amazon’s mobile and desktop websites, and beyond. We believe that advertising, when done well, can enhance the customer experience and generate a positive return on investment for our advertising partners, who are at the heart of what we do.

The Support Products & Services team is seeking a curious, growth-minded, strategic, and results-oriented Sr. Program Manager to lead standardization, optimization, and documentation of core processes used by customer service associates and AI-driven solutions to support our global advertisers. In this role, you will own a multi-year vision and roadmap on process optimization to streamline support workflows, increase productivity, and enhance the overall effectiveness of advertiser support – whether it’s delivered via a human or AI. You will define documentation frameworks, and set priorities based on key metrics for speed, effectiveness, and effort. You will influence across organizational lines, and use your strong stakeholder relationships to advocate for upstream tool and process optimizations where necessary, rather than settling for patching inefficient processes with good documentation. You will work collaboratively with Content Strategists and Product Managers within your own team to execute your vision. Your relentless focus on defining and solving the right problems will be instrumental in elevating our advertiser support function and reinforcing our position as a trusted partner to advertisers


Key job responsibilities
• Lead process mapping and analysis efforts to gain insights into current workflows and identify areas of opportunity.
• Develop and implement process improvement initiatives to streamline support workflows, increase productivity, and enhance the overall effectiveness of advertiser support.
• Drive standardization, optimization, and documentation of core processes used by advertiser support associates and AI driven support solutions to solve both the immediate and future needs of our advertisers.
• Establish metrics, performance objectives, and prioritization criteria to identify and address process improvement opportunities.
• Evaluate the team's use of tools and technology, and recommend enhancements to improve information sharing, coordination, and productivity.
• Monitor and report on key performance indicators (KPIs) to track the success of process improvement initiatives and identify areas for further enhancement.
• Collaborate with and influence training and quality programs to ensure consistent adoption of new processes and best practices across the global support team.
• Manage multiple projects simultaneously, ensuring timely delivery and alignment with organizational goals.
• Stay up-to-date with industry trends and best practices in process optimization, customer support, and human-centered design to continuously improve our operations.


About the team
The Support Products & Services (SP&S) team’s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.