Manager II. Advertiser Support

Job Description

Are you passionate about improving the quality of Advertiser experience Do you thrive in a fast-paced environment in which you have the opportunity to enable and influence change that drives business growth Join our Advertising Support & Operations (ASO) Organization whose vision is to empower self-service Advertisers with the right assistance at the right time to enable them to confidently and effectively grow their business with Amazon. We know highly effective support interactions both address immediate issues and unlock future business opportunity. The successful candidate should be a self-starter with an entrepreneurial mindset and the ability to work independently. The candidate should have prior experience handling teams, setting vision, and defining clear goals for team performance management. The candidate will be responsible for the productivity and quality of the team, provide individual coaching feedback sessions, and have one-on-ones with team members to improve performance and quality. Serve as a point of contact for escalated contact resolution of a supervisory nature or complex problems. He/she should have experience engaging and influencing cross-functional teams, strong prioritization and time management skills, a high degree of flexibility, and the aptitude to multitask without lowering the quality bar. The candidate should be experienced in working with data to analyze root causes, implementing long-term solutions, and leading teams with advanced analytical and quantitative capabilities. The candidate should be able to manage and work in different shift timings (including weekends as required). This role requires a demonstrated ability to continuously work towards process improvement, projects, and change/kaizen initiatives. He/she should be passionate about customer obsession, convey a sense of urgency, drive issues to closure, persist despite obstacles and opposition, and be effective when working under pressure.Key job responsibilitiesThe Manager II, Advertiser Support (AdSu) is responsible to lead a team of about 20 Team Leads (ICs) and Associates. Manage day-to-day operations of Team Leads and associates including resource planning, staffing, quality control and reporting Responsible for people management including hiring, training, retention, motivation, overall improvement of team members and participate, represent team members in the annual performance review cycle. Oversee hiring & training needs of new team members and support their development. Accountable for the quality, productivity and performance of their team, drives results through action plans, employee audits, and coaching, support career growth Collaborate with multiple stakeholders, internal and external, in order to solve operational needs. Collect, track, & present metrics related to processes, team quality and efficiency, identify defects or inefficiencies and drive improvements Lead and pilot process improvement or change initiatives at a site level. Manage and coordinate change management initiatives and communication strategy across teams. Promote and develop an environment which is receptive and adaptable to business change Proactively learn about the Advertising products to maintain expertise. Demonstrates excellent time-management skills and the ability to work autonomously. Strikes right balance between multiple priorities.A day in the lifeThe Advertising Support Manager plays an exciting and important role for Amazon where you will be leading a team of talented Team Leads and associates. You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. About the teamThe Advertising Support Team is Customer obsessed and takes pride in providing exceptional support to the Amazon Advertiser. We are a cohesive and inclusive team and display the Amazon Leadership Principles in everything we do. We are open to hiring candidates to work out of one of the following locations:Virtual Location - KA, - Bachelor s Degree or higher (any stream)- 2+ years of experience in working as a Manager of Managers (people management)- Prior managerial experience in a Contact Centre or Service Industry - Master s degree in any stream- Experience in Digital Marketing and Advertising Operations- Experience in handling projects, kaizen/ process improvements with knowledge of program management, and lean six-sigma concepts - Proficient in MS office (Excel)

Keyskills :
manager of managerssix sigmams officetraining needsquality controltime managementservice industryteam performancedigital marketingchange managementpeople managementresource planningmanagement skillsprogram managementperformance reviewchange