Amazon.com Sr. Operations Program Manager in Seattle, Washington
At Amazon we continually look for opportunities to invent on behalf of our customers helping them to find and discover virtually anything they want to buy online. To this end we are building a range of advertising products that enhance customer experience and are integrated with our core eCommerce platform.
A strategically important part of our charter is to build a portfolio of self-service, cost-per-click advertising programs to enable advertisers to engage with customers in relevant ways. Examples of products already in the market are Sponsored Products and Amazon Marketing Services.
The Self Service Performance Advertising team is seeking a smart, efficient, organized and motivated individual with a history of high performance to drive operational programs, process improvement and communication to grow self-service advertising on Amazon. In addition to flawless planning and execution, the successful individual will independently solve problems and take on projects to improve the organization.
Ensure knowledge is shared and process/communications are consistent or modified accordingly across marketplaces.
Manage work requests from teams, handling multiple projects across platforms.
Triage inbound tickets for vendor advertising.
Manage high severity issues, interfacing with Devs/SDMs, requiring some comfort in understanding the technical. Gathering all the necessary details in order to make the business decisions on how to resolve large issues, then managing internal and external communications.
Become cost-per-click subject matter expert for the vendor business and liaise with partner operational teams such as Ad Moderation and Customer/Vendor Service
Develop operational plans to improve, or preferably eliminate, manual processes in project management including driving consistency in workflow tracking, documentation, and campaign outputs.
Provide insights and input into Product Management roadmap for features and tools based on the tickets and contacts from advertisers; partnering with Product to help develop plans to not only eliminate process, but improve the product in part based on advertiser contact metrics.
Design standard operation procedures, communication templates and drive process improvements with business, operations, and tech teams.
Determine KPIs and actions to drive operations metrics including time to resolve tickets, number of escalations etc.
Bachelor's Degree or equivalent experience
3 years of relevant work experience in Program management, process improvement and/or digital/high-technology companies/products
Experience in EXCEL, SQL.
Adept at working with different systems and making recommendations on imp
Previous experience in customer facing role such as account management or campaign management.
Previous examples of leveraging technology to invent, improve, and simplify.
Ability to work in cross-functional teams, communicate with colleagues in both business, design, and technical roles and develop process that drives efficiency.
Ability to succeed amidst ambiguity
Proven ability to meet tight deadlines, multi-task, and prioritize workload improvements for both systems and processes.
AMZR Req ID: 532816
External Company URL: www.amazon.com