BIE Manager, ADSP Reliability Engineering Services, Inc.
 Arlington, VA


Job summary

Amazon Demand Side Platform (DSP) is working on several initiatives that will improve the reliability experience for customer advertisers and agencies creating and optimizing programmatic ad campaigns. Our advertising customers use the DSP to get their ads in front of the right customers by targeting interested consumers, setting a budget, and uploading beautiful ads that drive sales and brand awareness.

A successful BIE Mgr candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, and with an ability to lead work in a fast-paced, high-energy and ever-changing environment.

This role will influence the direction of the business by leveraging our data to deliver insights that drive decisions and actions that prevent recurrence of incidents and ensures we respond quickly if they do. The role will involve diving deep on customer support issue metrics providing insight, conducting deep quantitative analyses, and communicating results effectively. We see a high potential for growth in this role as we transform our data into actionable insights to continue to improve our customer support experience.

This is an exciting role for a BIE Mgr focused on building and leading a team to provide a first class customer support experience to delight customers, which promises exposure to a high growth business and positions you to help take it to the next level. This role also needs an automation mindset and skills to design, create, and maintain dashboards.

Key job responsibilities

  • Build and Lead a team to Design, develop and maintain scaled, automated reports, dashboards, etc. that will support our business needs.
  • Partner with operations, business teams and tech teams to consult, develop and implement KPI’s, automated reporting/process solutions and data infrastructure improvements to meet business needs.
  • Apply your deep analytic and business intelligence skill to extract meaningful insight and learning from data sets.
  • Serve as liaison between the Business and Product/Technical teams to achieve the goal of providing actionable insights into current business performance, and ad hoc investigations into future improvements or innovations. This will require data gathering and manipulation, synthesis and modeling, problem solving, and communication of insights and recommendations.

A day in the life

Create a dashboard to slice and dice recent customer support metrics looking for patterns to feed back to development teams to make improvements. Customize that dashboard with SQL queries to pick exactly the right set of data. When necessary, use Python or other scripting languages to produce insightful analysis when vanilla reporting dashboards and SQL statements cannot do the job. Communicate progress toward goals to senior leaders by showing trends in our customer support metrics.

About the team

Reliability Engineering has 5 key functions: 1. Proactively identify service vulnerabilities and implement designs to remediate them to hit a 99.99% availability target, 2. Make the ad campaign management life cycle observable across the ad stack from end to end to pinpoint issues, 3. Resolve customer support requests, 4. Identify root causes, and 5. Automate both resolution and root cause analysis. Our goal is to prevent downtime, reduce time to resolution and provide a closed loop feedback mechanism to app development teams to drive down product defects. Our customers are advertisers and advertising agencies who create and optimize advertising campaigns using the Amazon DSP UI and Campaign Management APIs.

Basic Qualifications

  • 5+ years’ of overall experience with at least 2+ years of leadership experience.
  • 2+ years of experience in data mining and dataset preparation using a variety of tools.
  • 2+ years of experience with Tableau Desktop or other relevant data visualization software.
  • A bachelor's degree in an analytical or business field, or comparable business experience with strong technical background.

Preffered Qualifications

  • Proven experience leading the design, implementation, and delivery of BI solutions
  • Experience with scripting for automation (e.g. Python, Perl, Ruby)
  • Experience working on advertising solutions
  • Experience working on analytics
  • Experience working with AWS Services

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit