Amazon Advertising operates at the intersection of e-commerce and advertising, offering a rich array of advertising solutions with the goal of helping our consumers find and discover anything they want to buy.
We help advertisers reach Amazon customers with a variety of consumer touch points including Amazon.com, the Kindle tablet, our owned and operated sites, and other high quality sites across the web.
We start with the customer and work backwards in everything we do, including advertising. If you’re interested in joining a rapidly growing team working to build a unique, world-class advertising group with a relentless focus on the customer, you’ve come to the right place.
As our business grows, we are expanding our team and looking for experienced advertising operations managers in Heredia, Costa Rica.
In this role, you are responsible for managing and developing a team of Ad Operations Associates, ensuring the team achieves business metrics and goals, and communicating across multiple stakeholders to resolve any potential issues that impact the customer experience or business continuity.
An ideal candidate has a history of managing an operations team who consistently meets business metrics, is customer obsessed and solution oriented, and a track record of delivery results on behalf of their customers and / or business.
Responsibilities include :
Sets the vision, direction and culture of the team by managing individual and team performance expectations and goals.
Provides ongoing guidance, coaching and performance feedback to the team / individuals through 1-1s, team meetings; and works with top performers for talent development and leadership roles succession.
Encourages and drives innovation for the team on continuous basis.
Closely monitors real time service levels, schedule adherence and performance metrics.
Owns and prioritizes work allocation based on business needs and analyzes incoming volume, identifies trends, and highlights risks and deviations in managing the queue.
Identifies the business impact of trends, and manages escalation / complex tickets; analyzes data; gaps, etc.; and reports key metrics.
Escalate problems or variances in the information and data to the relevant owners and follows through on resolutions.
Performs deep-dive analysis and creates COEs (Correction of Error) based on the deviation, problem, root cause and solutions.
Communicates with internal business stakeholders to deliver timely, accurate and professional technical information to all key stakeholders around the world including both business and technical audiences.
Basic Qualifications :
5+ years work experience and 2+ years of demonstrated people management / leadership role.
Amazon L4 level.
Creative and analytical problem solver with a passion to provide excellent customer service.
Working experience or educational background in Advertising (online advertising preferred).
Microsoft Excel proficiency and ability to pull data from numerous databases and to perform ad hoc reporting and analysis, as needed.
Organizational skills with exceptional follow through and attention to detail.
Flexible with schedules and willing to adapt to a 24 / 7 global operating environment (working any schedules including night shift and / or weekends coverage).
Outstanding analytical, problem solving and logical reasoning skills.
Outstanding people skills.
Bachelor’s degree or equivalent Amazon working experience.
salesforce CRM platform knowledge.
A deep understanding of the ad serving and order management ecosystem.
Project Management experience.