Head of Technical Solutions Operations, Advertising Services (London)

Amazon Ads operates at the intersection of eCommerce and advertising, offering a rich array of digital display advertising solutions with the goal of helping our customers find and discover anything they want to buy. We help advertisers reach Amazon customers on Amazon.com, across our other owned and operated sites, on other high-quality sites across the web, and on millions of Kindles, tablets, and mobile devices. 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.

Our Advertising Services organization is seeking its Head of Technical Solutions Operations, based in New York City or London. This team is responsible for technical solutions for our growing Amazon Demand Side Platform (ADSP) Services business to ensure our advertising customers can easily meet their marketing objectives for some of our largest and most complex ad campaigns.

Key job responsibilities

• Collaborate across services, product, and internal tool teams to work backwards from customer-facing problems that inhibit growth and scale.
• Lead a global team of technical account managers, ensuring smooth reactive L2 troubleshooting support as well as proactive troubleshooting prevention.
• Facilitate and execute initiatives that encompass all areas of program support and are adept at delivering sustainable change throughout the organization.
• Create and track project plans to ensure accountability, establish clear KPIs to measure program success, and advocate for removal of systemic blockers to change.

BASIC QUALIFICATIONS

• Experience in digital advertising services or ad tech.
• Management experience.
• Proven track record of influencing internal and external stakeholders and impeccable communication skills across multiple leadership levels of an organization.
• BA/BS degree or commensurate experience.
• Excellent oral and written communication skills with ability to establish credibility and influence with technical and non-technical business owners.
• Quantitative analytical abilities, experience with “big data” and ability to handle changing priorities and use good judgment when working in stressful situations.
• Experience in technical writing and documentation, Advanced SQL, Basic scripting/programming (e.g., Python).

PREFERRED QUALIFICATIONS

• Significant technical and operational experience with multiple domain areas of programmatic advertising technologies (DSP, RTB, bid shading, machine learning optimization, ad verification, ad tracking, ad attribution, etc.).
• Applied knowledge of measurement, statistics and program evaluation; and knowledge of data visualization tools (e.g. QuickSight, Tableau).
• Curiosity to dig deeply into technical details with customers and internal technical stakeholders to solve a technical problem.
• Demonstrated success in navigating a high level of ambiguity, experience in cross-matrixed organizations.
• Proven track record on technology and data products/service.
• Technical skills to reproduce customer issues and/or performing data queries to investigate issues and generate insights as to the root causes of the issues.
• Track record in the effective and efficient delivery of customer experience improvements through service enhancements, product automation, and process improvements.
• Ability to anticipate bottlenecks, assess risks, mitigate issues, provide escalation management, and make tradeoffs.
• Strong analytical skills and be comfortable working with data to develop new opportunity areas, track program metrics, and use findings to influence business decisions.
• A collaborative approach with other leaders to ensure a favorable mix of global consistency and in-market customization for all team initiatives.