Sr. Manager, Advertiser Support, Support Products & Services

ID: 7099

Type: Full-time

Category: Others

Company Name: Amazon Advertising LLC

Location: USA, WA, Seattle; USA, NY, New York

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Job Description

Amazon's Advertiser Support provides on-demand support for 2MM global self-service advertisers, including large brands and prominent agencies. Our team is the most accessible way advertisers can get help resolving issues and consult on improving delivery and performance.

We are looking for an innovative, inspiring leader to transform our contact center operations into a world-class scaled services organization. As an experienced ad industry services leader, you will manage a global team that contributes directly to Amazon’s bottom line. Through improved hiring, training and tools, you will expand and uplevel the quality of services we provide.

Key job responsibilities
-Lead, inspire and coach a world-wide team of over 300 employees; our specialists serve advertisers in nineteen different countries and nine languages through email, phone and chat.
-Hire and grow deep expertise in advertising across all team members.
-Define and manage to both operational and business KPIs.
-Create and manage programs that create scale and address complex advertiser needs.
-Lead the creation of increasingly accurate capacity planning models to ensure staffing and scheduling to hit high-bar service levels across multiple channels, sites and languages.
-Create and lead flexible staffing strategies to meet evolving business requirements.

A day in the life
On a typical day, you may be presenting a strategic proposal document to senior leaders and stakeholders. Or you may be reviewing a program roadmap from one of your team. You may be leading a weekly metrics review with your team, or advocating with the software development team for tool improvements. You might be traveling internationally, or coaching your directs via Zoom. You might be negotiating with key partners to improve a bad experience for advertisers.

About the team
The SP&S team’s long-held mission has been to provide the right support at the right time to ensure self-service advertisers can effectively grow their business through Amazon Advertising. We offer a variety of thoughtfully linked support interactions: in-workflow Help content, an AI-driven chat experience, and 1:1 associate support. Each interaction type offers distinct benefits, but all aim to address an advertiser’s need in that moment, inspire action, and see around corners to offer additional ways we can help them grow their business.

Basic Qualifications

- Bachelor's degree in marketing, advertising, business or equivalent
- Experience working with, presenting to and influencing senior executives up to VP level
- Experience managing and developing high performance teams
- Knowledge of key technology and market trends
- Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
- 10+ years of experience in account management, client services, or a similar customer-facing role
- Proven track record of expanding services and driving high impact metrics.
- In-depth knowledge of account management, including strategic planning, KPI tracking, client communication, and issue resolution.

Preferred Qualifications

- Master's degree, or MBA in management, business administration, economics, engineering, marketing
- Experience working within a global company, with multi-country responsibilities
- Demonstrated use AI for research or analysis in a services organization

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,300/year in our lowest geographic market up to $248,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Company Information

Company Name: Amazon Advertising LLC

Company Website: https://advertising.amazon.com/

Company Address: 410 Terry Ave N, Seattle, WA 98109, United States

Amazon Advertising LLC is the advertising business unit and legal entity through which Amazon provides a portfolio of advertising products, services, and measurement solutions to brands, agencies, publishers, vendors, and third-party sellers. Operating as the commercial advertising arm of Amazon, the company develops and sells ad inventory across Amazon’s properties (including product detail pages, search results, video placements, and display placements) and off-Amazon programmatic channels. Amazon Advertising’s platform combines e-commerce shopper data, measurement and analytics capabilities, and creative formats to enable marketers to reach customers at scale across the purchase journey. Company overview and business activities Amazon Advertising LLC delivers advertising technology (ad tech) and media services that connect advertisers to consumers on Amazon sites and apps as well as on third-party websites and apps. The organization supports direct-response and brand marketing objectives by offering tools for campaign creation, targeting, bidding, creative management, measurement, and optimization. Its customers include consumer packaged goods companies, brands that sell on Amazon through Vendor Central and Seller Central, advertising agencies, and programmatic buyers. The business operates globally and provides localized products, support, and measurement for different geographies. Core products and services - Sponsored Ads (Search and Product Ads): Pay-per-click (PPC) ad formats that appear in Amazon search results and on product detail pages. Sponsored Products promotes individual listings, Sponsored Brands highlights brands and multiple products with headline creatives, and Sponsored Display supports audience and product-based display placements. These formats are designed to drive product discovery, consideration, and transactions on Amazon’s marketplace. - Amazon DSP (Demand-Side Platform): A programmatic buying platform that enables advertisers to purchase display and video ads both on Amazon-owned properties and across third-party publisher inventory. The DSP supports audience targeting based on shopping and browsing signals, frequency controls, and programmatic execution for both awareness and performance campaigns. - Stores and Creative Solutions: Brand Stores (self-service multipage storefronts on Amazon) and creative ad formats (including video and rich media) that help brands build curated shopping experiences and tailored creatives to showcase catalog breadth and storytelling. - Measurement and Analytics: Measurement solutions include Amazon Marketing Cloud (a secure analytics environment for aggregating and analyzing advertising and shopping signals), Brand Lift studies, reporting dashboards within the advertising console, and attribution tools (such as Amazon Attribution) that help advertisers measure the impact of campaigns across digital channels and understand return on ad spend (ROAS) and downstream sales. - Retail Media and Sponsored Display: Tools that fuse retail commerce data with media delivery, enabling advertisers to target in-market shoppers and translate ad exposure into measurable sales outcomes. Sponsored Display and other display offerings leverage purchase behavior and product context to serve relevant ads. - Managed Services and Support: For larger advertisers and agencies, Amazon Advertising offers managed-service relationships that include campaign strategy, implementation, creative support, and ongoing optimization. These services are supported by advertising account teams and technical support channels. Technology and data capabilities Amazon Advertising combines Amazon’s e-commerce and behavioral data with programmatic and auction-based ad technology to enable granular audience targeting and performance optimization. The platform supports keyword-based search advertising, product-attribute targeting, interest and behavior-based audiences, and lookalike models derived from shopper activity. Reporting and measurement tools enable advertisers to analyze campaign performance across conversion metrics, sales lift, and engagement KPIs. Amazon Marketing Cloud provides a privacy-conscious analytics environment that allows advertisers to join ad-event data with aggregated shopping signals for custom analysis. Use cases and advertiser benefits Advertisers use Amazon Advertising to drive both direct sales and brand outcomes. Common use cases include new product launches, driving visibility for specific SKUs, retargeting shoppers who viewed or added products to carts, off-Amazon brand awareness campaigns via the DSP, and insights-driven optimization using attribution and measurement products. The close integration between advertising placements and commerce on Amazon’s platform lets advertisers measure downstream sales and tie ad spend to purchase outcomes more directly than many non-commerce ad channels. Regulatory and privacy considerations Like other major ad platforms, Amazon Advertising operates within evolving privacy and regulatory frameworks. The company provides advertisers with aggregated and privacy-aware analytics capabilities and offers controls intended to comply with applicable data-protection laws. Measurement products emphasize aggregated, de-identified analyses and a secure analytics environment for advertisers to use first-party signals responsibly. Organizational context Amazon Advertising LLC functions as Amazon’s in-house advertising organization, working alongside Amazon’s retail, AWS, devices, and media businesses to create ad inventory and measurement solutions that leverage Amazon’s breadth of customer touchpoints. The advertising business is integrated with seller, vendor, and brand-facing programs, enabling cross-functional support for merchandising, promotional campaigns, and fulfillment-related initiatives. Overall, Amazon Advertising LLC is positioned as an ad-tech and retail-media provider that leverages Amazon’s commerce-first data and properties to deliver both performance-driven and brand-focused advertising products and measurement services to a broad spectrum of advertisers and agencies.

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