Advertiser Support Products & Services’ (SP&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.

The SP&S Advertiser Advocacy program team is the voice of self-service Advertisers within Amazon Advertising to deliver seamless product experiences in which they never need help. We deeply understand the user experience and pain points with self-service Ads. We work directly with product teams using support data and anecdotes to: 1) pre-empt and prevent friction points within products before they launch, 2) eliminate friction in existing product workflows, and 3) drive for fast resolution of system disruptions and drive corrective actions to prevent recurrence.

The Senior Program Manager, Advertiser Advocacy is the voice of the self-service advertisers and traders who use Amazon Demand-Side Platform (ADSP). They work directly with self-service Display, Video, and Audio (SS-DVA) product and ADSP platform owners to improve the Advertiser experience. They will set goals to eliminate the need for advertisers to reach out for help when using SS-DVA products. They deliver insights and product improvement recommendations using support data and anecdotes. They will establish and own mechanisms such as establishing support interaction prevention goals, driving weekly business reviews, providing support data and contact deep dives, providing regular product improvement recommendations, running shadowing sessions with product leaders, and will own measuring the impact of improvement efforts. In cases where Advertisers do reach out for support, the Sr PgM, will work with product teams to eliminate all blockers preventing support associates from resolving Advertiser issues in the first contact.


Key job responsibilities
• Set support interaction prevention goals with SS-DVA Advertising product leadership.
• Track and report out on goal progress through Kingpin and regular program updates.
• Drive creation and maintenance of reporting mechanisms, including dashboards, and weekly business review (WBR) slides.
• Provide weekly updates in SP&S WBR on contact trends for a given product area.
• Attend or establish product level WBRs to report on progress to goals, contact and support metrics, and Advertiser anecdotes.
• Set up mechanisms for product teams to review support interactions and pain points.
• Provide regular deep-dives into top opportunities and make product improvement recommendations to product teams.
• Measure the impact of product improvement initiatives through weblab or difference and difference methodology.
• Work with product team to eliminate dependencies (tickets) from associate SOPs when there is a contact.
• Partner with Release Readiness PgMs to ensure minimal Advertiser impact from new product launches. Work with HIE program to ensure corrective actions are taken following HIEs in product area.