As a manager, you will oversee a critical portion of our technical DSP Services team, which works with enterprise agency and advertiser customers. You will manage a team of Technical Programmatic Solutions Consultants with expertise in advertising technology, programmatic advertising, and the Amazon DSP, who are leveraging this expertise to resolve a wide range of technical issues for our customers. Your team provides services ranging from custom training programs, to product and campaign strategy sessions, to technical troubleshooting. We help our customers understand how to integrate our technology into their workflow, driving self-sufficiency within the Amazon DSP.
You have experience managing a team and are able to work and inspire directly and indirectly across the EU and WW teams. You have a great track record of delivering complex projects and have impressed your stakeholders at all levels with your ability to communicate both written and verbally. You have demonstrated problem-solving capabilities across both technical and non-technical teams. The right candidate also possesses strong analytical acumen and is comfortable drawing metric-based conclusions by managing an extensive amount of data. You stay on top of industry and competitive trends, and you are able to execute at both a tactical and strategic level to drive customer satisfaction.
Key job responsibilities
Navigate a high level of ambiguity. You love whitespace, and treat this space as your own company. You identify key business problems to prioritize then present the solutions to solve them on behalf of the business.
Take ownership of managing a team of Programmatic Solutions Consultants - Technical, including resource planning and driving success for the team’s customer category, possessing a complete understanding of internal and external variables that impact the business
Work tactically and strategically. Determines the right strategy and where to simplify or extend solutions for the best outcome of the assigned category
Be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions
Set goals and direction for the team, ensuring alignment with broader business goals and vision
Hire, develop, and lead a team of Programmatic Solutions Consultants - Technical
Thrive on technology and data and have expertise in monitoring and managing a services organization to maximum efficiency, productivity, and quality.
Generate and implement big ideas to drive business improvement, innovation, and scale within the team and across the business as a whole. Lead cross functional collaboration to get big ideas implemented.
Anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, anticipate and make trade-offs
Have strong communication and written skills and experience working across diverse stakeholder groups
Represent Amazon when meeting with senior executive teams from top customers and build long term strategic relationships
A day in the life
Lead and develop a team of Technical Enablers who resolve complex campaign execution issues and blockers for enterprise customers, particularly programmatic trading desks
Drive operational excellence in technical issue resolution, ensuring your team provides knowledgeable and responsive support across our DSP product and processes
Establish and optimize processes for issue investigation, including identifying campaign configuration and software defects, reproducing complex cases, and researching solutions
Partner with Product, Engineering, and Sales teams to influence roadmaps based on customer feedback and technical insights derived from your team's interactions
Develop and implement strategies to scale service quality, including the creation of tools and automation initiatives
Own relationships with key stakeholders Services, Product teams, and Support Engineering
Define and track success metrics around handling time, time to resolution, and service quality
Build mechanisms to scale knowledge across the organization and enable first-line support teams
Provide critical input for product prioritization to address root causes of customer incidents
Ensure your team maintains the high customer service bar set by Amazon, recognizing that our advertising customers are likely Amazon customers
Experience as a manager with a track record of success
Experience in engineering teams management in a fast-paced operations environment
Experience managing IT environments on behalf of customers
Bachelor's degree in Engineering, Computer Science, or a related technical field
Master of Business Administration
Experience driving projects to improve operations and support-related processes
Experience handling large enterprise technical customer escalations
Experience in AWS services
Experience in project and program management and delivering key business outcomes
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
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.
