Job Description

Programmatic Advertising Specialist-JP, Advertising, & Account Management

The Support Products & Services (SP&S) team is seeking a Japanese-speaking, solutions-oriented, and customer-obsessed Programmatic Ads Specialist (PAS) to assist China and Japan-based advertisers in troubleshooting and resolving issues related to self-service display, video, and audio campaigns within the Amazon Demand Side Platform (ADSP).

The role involves responding to various troubleshooting topics such as campaign setup, creative moderation, performance, delivery, reporting, ad tags and trackers, and general campaign or account questions. The specialist will utilize Standard Operational Procedures (SOPs) and digital advertising knowledge to provide timely support.

Successful candidates will have a proven track record in engaging with global clients via chat and email, with a solid understanding of digital advertising. Strong communication skills are essential to effectively guide advertisers and agencies through troubleshooting processes. While SOPs and templates can be used, the ability to leverage available resources and deep digital advertising knowledge is crucial for resolving issues and building trust.

The role requires curiosity, a willingness to learn, and the ability to develop expertise in ADSP products. Identifying operational gaps and collaborating with leads or managers for resolution is also part of the responsibilities.

Key Job Responsibilities

1. Respond promptly and accurately to live chat or email support questions, troubleshooting issues related to campaign setup, creative moderation, performance, delivery, reporting, ad tags, and trackers.
2. Provide onboarding support, explain new features, and advise on product usage and industry best practices.
3. Analyze and interpret data with advertisers to identify improvement areas, root causes, and optimization opportunities.
4. Assist with questions related to product beta participation, gather customer feedback, and collaborate with partners to identify product gaps.
5. Escalate technical issues to leadership when necessary, especially those impacting multiple advertisers.
6. Update support documentation and escalate content gaps to specialists.
7. Mentor new and junior team members to enhance their knowledge of Amazon’s programmatic advertising offerings and develop SME expertise in ADSP troubleshooting.

A Day in the Life

The Programmatic Advertising Specialist plays a vital role in unblocking issues for advertisers via email and live channels, handling escalations, supporting audits, coaching, and participating in projects or programs.

About the Team

The Advertising Support Team is customer-obsessed, focusing on providing exceptional support to Amazon advertisers. Each support interaction aims to unblock issues and inspire advertisers to take effective actions that drive success.

BASIC QUALIFICATIONS

• 2+ years of experience in programmatic advertising
• Proficiency with Excel
• Experience analyzing data and applying best practices for performance assessment
• Background in omni-channel marketing, search engine marketing, or search engine optimization

PREFERRED QUALIFICATIONS

• Experience in e-commerce or online advertising

Amazon values an inclusive culture and provides accommodations for applicants with disabilities. For support during the application or onboarding process, visit this link. We are an equal opportunity employer, committed to diversity and inclusion.