DESCRIPTION

Job summary
The Director of Advertising Trust Operations for the Advertising Customer Trust organization leads the bridge between our business objectives and operational realities. Customer Trust has a complex mission to take the demand from advertisers and publishers and safely delivery that content to our end customers. While there are other Customer Trust teams partnering with this team on the science (ML & AI) and technology (software) required to produce scaled decision making, there are and will remain numerous situations where real-time high judgment decisions are required to implement our policies at scale, world-wide. This leader will run a multi-thousand person organization to define, measure and deliver a scaled on, off and out sourced model for delivery. This role is at the intersection of business, technology, science, and operations. It requires a high degree of experience running a large scale human operation, as well as the business acumen to write, articulate and drive a vision for success.

This is a high judgment role that requires deep experience running a large people operations organization at scale. The role will partner with key cross-functional internal teams (Ads Product Teams, Ads Customer Programs, Moderation Automation and Relevance Systems, Finance, etc.) and external teams. The role will present regularly to senior leadership, providing opportunities to gain their unique insight, and advocate for cross-organization investments for optimal decision-making. This is a fun, high energy role that will provide opportunities for growth for even the most seasoned executive.

Key job responsibilities
•Establish a compelling vision for how Amazon will continue to earn and maintain customer trust through the application of human in the loop professionals.
•Partnering with the upstream advertising product teams to assess the business impact of projects/ initiatives to balance ability to deliver and revenue impact.
•Develop strategic roadmap for the business, technology and operations organizations
•Lead annual bi-yearly strategic and operational planning activities for detailed business level budgeting and forecasting, and create detailed financial plans
•Create new-to-world and best-in-class customer and employee experiences
•Gather analytical insights and develop financial frameworks that inform the business and change the way customers experience ads on and off Amazon
•Manage the operational health of ads customer trust programs, obsessing over the customer experience
•Manage the financial health of delivering programs, making short- and long- term trade-offs. Establish profitability, business expansion, and product selection goals.
•Innovate with new technologies and build scalable and flexible solutions to experiment with and launch new delivery programs with agility
•Review and measure financial and operational performance on a weekly basis with senior management using financial and operational metrics, including performing ad-hoc audits of the metrics used for data accuracy

About the team
Customer trust is everything at Amazon. Our Customer Trust organization develops policies, and builds the systems, which ensure customer trust in advertising. With a growing advertising technology business, and hundreds of thousands of active self-service advertisers across the globe, this organization is vital to ensuring we can scale while maintaining and ensuring strong customer trust. Leveraging AI, we build systemic solutions that ensure advertising adherence to the complex regulatory, legal, regional, cultural and customer expectations in over 30 countries.

BASIC QUALIFICATIONS

• Bachelor’s degree (or MBA) in Business Administration, Finance, Computer Science, Engineering or related field.
• 15+ years of large scale (1K+) people operations experience with proven results, preferably in relation to the application of AI and ML.
• Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results.
• Strong verbal and written communications skills
• Demonstrated ability to engage and influence C-Suite executives
• A seasoned team leader / people manager, with the ability to hire market-leading talent, develop, motivate and provide direction to a high-performing team.

PREFERRED QUALIFICATIONS

•Demonstrable experience in program/product management, e-commerce fraud/risk, or business operations
•Blend of experience with Fortune 100 businesses as well as a demonstrated ability to operate in an entrepreneurial, agile environment
•Experience leading cross-functional teams to deliver large products and projects on tight deadlines
•Ability to establish and manage your business to a set of key metrics and goals
•Experience applying continuous improvement, ACES, six sigma, or lean methodology.
•Experience working with and leading global teams.
•Experience conceptualizing, developing and launching systems and tools that directly impact customer experience.
•Experience working with trust and safety, risk, fraud or abuse issues.
•Strong analytical experience
•Track record of complex and creative problem-solving, and the desire to create and build new businesses
•Entrepreneurial spirit and a passion for having fun.