One - Monthly Newsletter

Hi everyone In this edition...Welcome to our new monthly newsletter, where you’ll be able to Team overviewsfind a list of the most important recent updates on projects, new On going projectslaunches, new additions, training and more of our organization. News and updatesAny questions or information to add, please don’t hesitate to Fun Factsreach out. Rewards and RecognitionCesar Delgado. Salesforce updatesOperations Manager - SJO Costa Rica What’s coming? FIRST EDITION’S COLLABORATORS Cameron Otsuka Jason Davis Yangyang Zhang Eddy Richmond Andrew Gottlieb Soumyajit Dey Prabhu Kamalakannan Yogesh Devraj Juneja Melissa LaCaille Lacey Cullison

THE BUSINESS INTELLIGENCE Author: TEAM Cameron Otsuka BI AnalystTeam overview “I am a Business Intelligence (BI) Analyst. I work with theThe Business Intelligence team supports Amazon Data Engineer and other BI Analysts on the BI team to createAdvertising by building data infrastructure and providing analyses which help directors and managers understand theiranalyses which help internal teams make informed business so they can make informed business decisions.”business decisions.Analyses provided by BI ultimately aim to improve Amazon Rewards and Recognition:Advertising’s ease of doing business and return oninvestment. John LafayetteOn going projects Data Engineer John is the Data Engineer supporting BI and without him, Reporting: BI developed a single, standardized weekly providing insights to Amazon Advertising would be difficult, or business review (WBR) for the Customer Success Team (CST). in some cases, impossible. He has built and maintained the The report currently focuses on Account Management (AM) Customer Success Team’s (CST’s) database infrastructure for and Campaign Management (CM) metrics with more teams to over two years and regularly develops tools to ingest new data come. sources or provide scalable solutions to hard problems. Heartbeat API: The Data Engineer on BI built an API client Sami Inam for the Heartbeat program, which provides sentiment analysis on advertiser feedback. The Heartbeat API allows Amazon BI Analyst Advertising to train a machine learning algorithm to categorize Sami is a BI Analyst who has quickly learned the intricacies the feedback received in a scalable way. of Amazon Advertising over the past six months. He has been working with the Operations and Design teams to Self-Service BI: BI was unable to prioritize building a pilot build their reporting and ensured the transition to Salesforce program during Q1 2017 to test the efficacy of rolling out a Assignments was as smooth as possible for the BI team. self-service BI tool within CST. However, during this time the AWS Quicksight team was able to make major strides in their Fun fact: product’s development. Half of the BI team are major history and classics buffs. If you’re ever Quicksight is still unavailable for use internally (currently curious about Greek or Roman history, this team can help. scheduled for an internal release on 5/18/17), but it is a much cheaper option (as it is Amazon-owned) compared to Tableau (or other BI tools) and would allow BI to provide feedback directly improving an Amazon product. A pilot program will be developed in May 2017 to include Quicksight (if available internally) with testing concluding at the end of June 2017.NEWS & UPDATES BI would like to welcome Bruno Mello to the team as a new BI Analyst. In his own words: “Previously, I worked on advertising business analytics for Avvo.com a few blocks away from Doppler. I joined Amazon because I wanted to work on a team with world class business intelligence and data engineering. I hold a degree in Classics from University of Puget Sound. Before college, I lived in San Francisco, CA. Besides technology and analytics, I enjoy discussing ancient history, chess, and the Golden State Warriors.” Welcome to the family!

THE TOTAL OPERATION WEIGHT Author: TEAM Yangyang ZhangTeam overview Program ManagerThe goal of the TOW program is to measure complexities “I’m the program manager for Total Operational Weight (TOW)of campaign execution processes and improve on AmazonAdvertising’s internal efficiency. Advertisers are the program, which is part of the GSS Business Services org.”external customer, while organizations within AmazonDisplay Advertising, product teams as well as partner team Fun fact:from Finance are the internal customers. TOW is a team of just one person.By tracking processing steps and time required to completeeach of the campaign lifecycle stages, the program helps The focus of the roadmap includes:establish cost baselines for executing various advertising • Building a centralized TOW database for easy data access andproducts, and offers a simplified productivity-based capacity maintenance.planning framework for CST. • Establishing the cost baseline of campaign execution across products and campaign stages or CST roles and responsibilities.On going projects • Designing and implementing a standardized and reliable model to manage CST capacity. TOW roadmap: Since the TOW data are manually maintained, This roadmap includes the PR/FAQ as well as the workback plan. the model has become difficult to manage as our business The first GSS internal review was completed on 5/2. Additional continues to grow and products evolve. review meetings are planned throughout May. The roadmap will determine the path to redesign a simplified and scalable program to solve the business problems and empower the organization to keep driving the quality of our service and the overall advertiser experience.

THE ADVERTISER EXPERIENCE Author: PROGRAM Jason DavisTeam overview AdEx Senior Program ManagerPartnering with Birgit Stephan in the Munich office, the CST a phone survey vendor to drive phone survey campaignsAdvertiser Experience (AdEx) program listens to advertisers worldwide to gather feedback at scale. Security requirementsglobally to capture their voice, interpret input, and drive (InfoSec) are in process. Goal is to begin deploying solution inperpetual innovation across Amazon’s products and services. June but actual date is TBD.The AdEx team aligns to the Global Scaled Service goals to Net Promoter Score PRFAQ: Kotas level goal. Schedulingstandardize, simplify, and automate across its program to doc for review week of 5/15. Goal is to increase advertiserimprove the customer experience in each country worldwide, recommendation measured by Net Promoter Score (NPS).across the display advertising business. Increase the percentage of promoters by 10% pts and decrease percentage of detractors by 10% pts by DecemberOn going projects 31, 2017. End of Campaign Surveys, Account Team Outreach, Top-Tier Engagement, and Phone surveys are all targeted to AdEx Review Council: This council will meet monthly to drive increased volume of NPS in 2017. review feedback and own actions to drive improvements to improve the customer experience. Final council members have AdEx Database and Platform: All AdEx data will be been confirmed. The first council meeting takes place on 5/19. captured, integrated, stored, and visually surfaced for sentiment and analysis. Final steps to complete Heartbeat Phone Survey Solution: Currently in process of onboarding integration have been completed. Testing will continue through the week of 5/17.NEWS & UPDATESFirst new hire to the AdEx team! not yet allow us to easily retrieve metrics such as open rate, unique clicks, etc. Ongoing efforts will scope these additions forSondra Yuen, previously at Amazon is returning as a Senior a more robust and scalable solution.Program Manager. She starts on 5/22. Business Owner: Madeleine Fish and Lara McGowanAutomated Advertiser Notifications AdEx VOC Stakeholder Meeting •Background: Advertisers now receive timelycommunication about the status of their ad campaigns from •Background: The AdEx team is collecting andAMG. With Automated Campaign Notifications, advertisers and reviewing feedback directly from Advertisers. In order toagencies receive a daily email summarizing all placements that support deeper root cause analysis, and build scalable paths tohave launched in their ad campaign, as well as the ones that have systematically act on opportunities found, a stakeholder groupended. The notifications keep advertisers and agencies informed has been assembled. The new group will review feedback onof campaign status in a helpful, user friendly way, while providing a monthly basis where solutions will be developed based onthe flexibility to opt-out if desired. Amazon client teams are cc’d the opportunities surfaced. Then AdEx will track delivery of theon the email to add a personal touch. solutions based on assigned single threaded owners. Within the stakeholder meetings the team strives to uncover customer •What we did in May: In April the GSS team built an facing issues that might have a broader reach which then can beemail service that leverages campaign data from Rodeo, along systematically resolved for all customers.with Salesforce account contact data, in order to provide a timelynotification to advertisers. In May we partnered with international •What we did in May: On 31-May, the AdEx teamsales and client teams to build out requirements for a global kicked-off the first monthly Voice of the Customer (VOC)release. Emails have been translated for German, French, and stakeholder meeting. During the meeting, attendees reviewedJapanese advertisers. This work was a follows the US-only expectations and outlined ownership responsibilities. The teamrelease on 18-April. An opt-out mechanism was built so that gained alignment on feedback categories, category owners,advertisers can unsubscribe and have it reflected in the database and reviewed selected pieces of Salesforce (SF) feedback. Sixdirectly. initiatives (three in-process and three new), were identified. One example of an opportunity that surfaced is to make •What’s next: We are investigating ways this framework improvements to confusing external specification.can add further value by generating advertiser “nudges” whereappropriate. While this solution was built so we could quicklyreact to customer needs, it leverages an email server that does

•What’s Next: In the short-term, deeper insights •What’s next: The next phase of this project will focusconcerning root cause and defect themes will be developed on additional UI dashboard development, and increasing theas stakeholders start becoming familiarized with the feedback. quantity of accessible feedback data. GBS engineering will beThe AdEx team will review client satisfaction indicators like integrating Heartbeat sentiment back into AdEx databases torenewals, on-time starts, spend, and net promotor scores (NPS), support additional reporting opportunities, targeted for 15-July.to measure improvement impacts over time. Standardized AdEx will also be focusing on evangelizing the newly availablesuccess metrics and increased feedback loops will be generated platform features with stakeholder teams throughout theto provide stakeholders with visibility into changes in advertiser’s organization.experience. Longer-term, AdEx will be working towardsautomation of defect detection and defect escalation. Business owner: Madeleine FishBusiness owner: Madeleine Fish Standardizing Feedback ChannelsAdvertiser Experience Platform (built on •Background: Today, advertising teams have differentHeartbeat) methods to gather and act on advertiser feedback. SSPA, Display Advertising (including Product Marketing), and Seller Onboarding •Background: The Advertiser Experience Platform Voice of the Customer (VOC) teams have developed separateintegrates customer feedback into a single-source, enabling feedback channels within their own SF instances with varyingproduct and client service teams to access and visualize outputs. In order to align and capture feedback more holistically,advertiser feedback information in a self-service fashion. these teams are partnering to drive parity between SF VOCFeedback inputs include details from the End of Campaign solutions. Advertiser feedback will be more easily and accuratelySurveys and Anytime Salesforce Feedback. Once stored, data is aggregated for more valuable insights, enabling teams to identifypassed through natural language processing to gauge customer and prioritize specific improvements across Amazon Advertising.sentiment. Aggregated sentiment trends highlight experienceimprovement opportunities that all stakeholder teams can use to •What we did in May: The SSPA, Product Marketing,support root cause analysis and ultimately deliver improvements and CST VOC program teams completed requirements forwithin their space. Salesforce feedback mechanism unification. •What we did in May: On 10- May the AdEx team •What’s Next: Implementing the feedbacktook the first step towards building a visualization dashboard, standardization is being scoped per each team. AdEx is targetinguploading a subset of feedback from the AdEx database. GBS updates to be completed with all teams by the end of Q3.Engineering introduced multi-language feedback into Heartbeaton 30-May broadening the reach to additional stakeholders WW. Business owner: Madeleine Fish.

THE SALESFORCE Author: TEAM Eddy RichmondTeam overview Program ManagerCurrently the Salesforce team consists of a Salesforce He takes responsibility for coordinating between the SalesforceProgram Manager, one Salesforce Developer (Jae Paek), development team and the business owners. The objectiveand two Salesforce Administrators (Javid PVH and Sagar is to provide transparency to all end-users on the efforts ofKapse). As a team we gather and execute on Salesforce the Salesforce team and their processes, he also works withchanges as indicated by the Salesforce Product Manager, product management to inform the Salesforce team sprints..Nancy Choi, she owns the prioritization of the backlog, The aim is to work with end-users to create a global user friendlyroadmap, and long term vision/planning for Salesforce. environment to capture internal workflows while maintaining a robust structure on the backend.It is the team’s responsibility to ensure the changes inSalesforce fall in line with best practice while meeting Rewards and Recognition:business requirements.Our duties include, but are not limited to, creating new users The Salesforce Teamin Salesforce, making Salesforce configuration changes,developing custom code to custom solutions within the The entire team deserves to be recognized.system and coordinating these changes with key businessowners. With the loss of team members everyone is stepping up and helping out on items they normally would not be expectedOn going projects to perform. An special call out Jae Paek for showcasing the Amazon Leadership Principal of ‘Ownership’. He has Salesforce InfoSec Classificationt: The Salesforce team been extremely helpful in taking on items outside of Salesforce met with InfoSec’s Myles Conley on May 15th to discuss our Developer expectations in order to keep things afloat. report of the Amazon Advertising usage of Salesforce. The purpose was to classify Salesforce by InfoSec standards to the team has a clear understanding of which tools are approved and which tools within the system are restricted. What’s coming: This is an ongoing process to provide active support for all users in the Amazon Advertising instance of Salesforce. • Part of the data classification includes implementing Single Sign On (SSO) for Salesforce. • Our latest sprint was released on May 12th. A list of those A plan is in place and the team is coordinating Features Released can be found at this link and select “04 – testing efforts. Last Sprint” in the dropdown. We want to be sure any systems accessing • Currently the amount of incoming Feature Requests far Salesforce are properly configured so when SSO is surpasses the output the team is able to delivery. Since March enabled they will still have access to the system. 30th over 200 Feature Requests have been submitted while the output has been 112. With a team member leaving May 24th,Feature Requests: Across Amazon Advertising, over 2000 Nick Ransom, we find ourselves in dire need of hiring additionalemployees use Salesforce. Salesforce resources.In order to facilitate the needs of our growing user base • Although any user can submit a Feature Requests, there is anthe Salesforce team implemented a ticketing feature called assigned user that reviews and prioritizes work with the SF team‘Feature Requests’. on a bi-weekly basis. Salesforce team sprints are every 2 weeks and this meeting helps to inform about the prioritization.Any of the 2000+ users can submit a Feature Request tosuggest changes to the system. What’s coming:During sprint planning the team intakes these FeatureRequests, and based on priority, schedules these • Our list of Feature Requests changes sprint by sprint. Todevelopment items into our team sprints (2 weeks). These see the latest in Salesforce development items click this linkefforts are coordinated with the Salesforce Product Manager. and select “02 – This Sprint” in the dropdown.NEWS & UPDATESRight now this team has three open heads: Jr. Salesforce Admin, Sr. Salesforce Admin andSalesforce Team Manager.

THE GLOBAL CAPACITY PLANNING Author: TEAM Andrew GottliebTeam overview Ad Operations Program ManagerThe Global Capacity Planning Team (GCAP) is responsible He was a Technical Account Manager on the Campaignfor developing and maintaining a system of capacity Manager team for 1.5 years and then moved on to the Admechanisms. Operations team as a Program Manager helping manage the IOps program. Presently Andrew’s primary focus has beenKey mechanisms include daily capacity planning, long to build a capacity planning infrastructure across all of GSSterm headcount forecasting, day to day resourcing support (Scaled Design, Ad Ops US & Int’l and QA). This extends to theand resourcing automation development. Through the development of a single standardized capacity model for shortbuilding of these systems, GCAP is able to support term and long term planning as well as putting into place thecapacity levels across all of GSS operations teams. framework to enable accurate staffing levels at the right place and right time.On going projects Automation Development: In an effort to reduce time spent against maintaining capacity plans while increasing accuracy Scaled Design Daily Capacity Planning: On 5/8 a daily there are multiple automation efforts being developed for the capacity model was rolled out to the design org. It was GCAP team. developed to match incoming workload with available bandwidth in order to maintain a successful staffing support Automations includes real time shift recognition for daily levels. capacity plans, refreshable campaign forecasts and one-click actual to forecast analysis. The development efforts are slated As of the roll out the Scaled Design team has been able to to be released by 6/30. reduce overtime requirements and ensure accurate load balancing. Ad Ops Capacity Forecast: A revamped capacity forecast is in development to support the US and Int’l Ad Ops teams. The reports will now be unified through a single dataset globally while being fully refreshable from an SQL database. The various functionality updates will ensure that the report is automated, accurate and standardized. The purpose of the forecast is to identify where and when resourcing support is needed. These findings are then utilized for hiring of full time and contractor support. The report is slated to be released by 5/19.

THE AD OPS BLR Author: TEAM Soumyajit DeyTeam overview CST Account Manager for InternationalThe team is a 64 member team responsible for working oncampaign set up requests (booking, trafficking) and help it What’s coming:go live. The team is working on these forthcoming projects. You can readThe team is also responsible for reporting (DAR & ECR), more updates about these in the next edition of the newsletter:proofing (Screenshot) and additional technical supportbased on business requirements. • 3P Discrepancy Technical SolutionsOn going projects • Search Pages Creation Segment Approvals: The team has started supporting the • Contention Check for Roadblocks (Onsite / Mobile) Amazon approvals. Any segment that would not be positively targeted or ineligible to use in booking a campaign in Rodeo • Introducing on call support to cover sev2 issue/escalation tickets would be verified with segment policy validation document and for EU region approved accordingly. • Operative.One V1 release, enables direct connection between Ad Operations Excellence: Apart from Custom placement Rodeo & Operative.one ad servers and helps to avoid discrepancy setup, the team also extended the support to Operative.one between both tools. AOE will be playing major role. product creation for EU and CA locale. AOE is also trained on Kent setup (An upcoming projects). • Advertiser Creation, Inventory approval, Benchmark report, Product Maintenance are the upcoming transition of JP team. Retail marketing Proof: The team has started to offer screenshots to Amazon.de retail vendors as a marketing proofs for both desktop & mobile product after campaign launch. Billing data validation (Salesforce Billing Data Correction): The team working on this identifies the data quality/sync issues between Salesforce & oracle database (OFA) and helps rectify the issues related to accounts setup (As per AE’s instruction). Optimization validation: The team working on this identifies the data quality/sync issues between Salesforce & oracle database (OFA) and helps rectify the issues related to accounts setup (As per AE’s instruction).NEWS & UPDATES • As a part of JP initiative, Anand from JP AdOps worked with Akane Suzuki and Hoa on RAC work around on 90days data retention. This unique work around helped the JP team get RAC report for the campaigns that ran more than 90 days. This was a huge success and received accolades from global teams. As a next step, the analytics SMEs will be educating other locales on this process for adoption. • Successfully migrated the UK IMDb Mobile booking and trafficking process to RDO from Cornerstone tool. • The Bangalore team did an error analysis for the FRITES team, on the basis of 2016 data, as a part of best practice sharing session. • Completed training for AMS Reporting process and started with pilot phase. The team also completed training for Cross screen packages and started supporting live requests. • The Bangalore team has started supporting the live AAP Video Ads & AAP Pre-Optimization packages requests & “Delivery Monitoring” tasks from April for all AAP Pilot Account Managers. • JP AdOps started supporting reconciliation for monthly campaigns on BAR tool, as an Adhoc project to help onsite team partners during peak time.

THE AD OPS BLR Author: TEAM Prabhu KamalakannanTeam overview CST Account Manager for NAThe team is 69 member team, responsible for working oncampaign set up requests (booking, trafficking) and help it Rewards and Recognition:go live. Best New Bee:The team is also responsible for reporting (DAR & ECR), Krishna (ADA)proofing (Screenshot) and additional technical supportbased on business requirements. NEWS & UPDATES• Cross locale training on US and INT’L checklist process has CX Star - Customer Service:started from 3rd Apr and scheduled to be completed by mid of May.Noticed an increase in the skill set for US Operative.one checklist Harish, Jailani, Girish, Madhu & Netrawathy (AdOps),by 76% and BA checklist by 66% due to this cross training initiative. Supratim Paul (AdQA)This skillset training helps leverage resources on each other locale,in case of resource crunch and during high volume. Master Mind - Quality• Revised the SLA to 1 day for all US Mobile O&O requests. Thanushree & Harshitha (AdOps), Megha Rao (AdQA)• US team, started supporting on new ad placement called Encore Ever Ready – All Time Supporter:(2560x2560). Hemanth, Namrata, Harsha, Vinoth & Pavithra & Spandana• US DAR’s are now processed through automation tool and (AdOps)performed 1000+ campaign requests in the month of April. Morethan 50% of efficiency gain was recorded.• All IMDb takeover campaigns are now being audited 100% using Light Bulb – Invent & Simplify:the QA checklist, from BLR and SJO team to eliminate issues andto launch the campaign successfully. Kendavar & Anand (AdOps), Prateek (SDE)• Successfully started the Amazon Video ads processing from the Thank you!last week of April. Gurunandan, Sunitha R, Narmada, Shoban & Rajat (AdOps)• Started processing the Amazon Video ads requests from the lastweek of April.• Launched Project Symphony on May: Project Symphony, If you want to read more about this awards, click here:an initiative which focuses to standardize, eliminate process BLR Rewards & Recognition.inefficiencies and realign the process flows of trafficking and bookingtasks across locales (supported by BLR and SJO) which enables What’s coming:fungible resource modelling, reduction in execution time andimprove workload balancing between sites. • First phase of Cross product trainings have been completed for Onsite, Mobile, Kindle and IMDB, which helped us to increase the skillset by 114%, 88%, 75% and 133% respectively against their original allocated HCs. Second phase of trainings have started on May 10th. • First phase of cross locale trainings on trafficking with INTL team is scheduled to start in May for IMDB and Kindle products. • Ad QA transition to US BLR team is in progress. • Alpha phases of AAP Campaign QA migration is under progress and scheduled to complete by end of May.

THE DSS BLR Author: TEAM Yogesh Devraj JunejaTeam overview Visual DesignerDSS BLR team is a bandwagon of creative specialiststhat deliver high-quality display advertisements for our Rewards and Recognition:customers, advertising in the Amazon ecosystem. Best New Bee:The team is 21 members strong and delivers creativeexecutions for Amazon U.S., U.K., CA, DE, JP, FR, IT, ES and Dominic (SDS), Shubham & Anitha (SDS)IN locales. Master Mind - QualityThis dynamic group delivers creative solutions for Visual andInteractive placements like FireTablets, Campaign Landing Sajin (SDS)Pages, Production Design (Mobile & Desktop), FireTV,Amazon Video Ads, and Amazon Gateway Ads. Ever Ready – All Time Supporter:On going projects Jyoti (SDS) Active support of pre-sales requests for DE locale: Similar Light Bulb – Invent & Simplify: to the support provided for UK pre-sale activity. Prateek (SDE) Initiated a pilot for SJO-BLR design team daily scrum: During the scrum the important tasks are quickly discussed Thank you! and issues flagged. This has helped in distribution and balancing of workload by having the team work on creative Prashant (SDS) requests from the US effectively across both the studios. If you want to read more about this awards, click here: New creative request from US locale flowing into the BLR Rewards & Recognition. queue: To be worked upon by the BLR team and triage within BLR designers. Currently, this is in pilot and being tested. Fun fact: A designated producer from BLR team looks after all the The BLR NA Order Management team went to Madikeri (a hill resort UK creative requests: The queue is managed by both BLR near Bangalore) during the first weekend of May. and UK lead designers. This is in pilot and being tested. Promotions from the GSS Team: NEWS & UPDATES Selva E, Roshnara, Dilip, Avinash Gopi, Animesh Nath, Gyana • SDS-BLR team recently delivered creative requests for Auto Ranjan, and Abhishek from CST AdOps are promoted as Ad and Entertainment verticals for US. Operation Specialist (Level 4). This is the first time the team worked on requests from these Promotions from the DtSS Team: verticals. The team was appreciated for high-quality output in delivering the creative request for Auto. Vijay Kumar Raju from SDS as Visual Designer (Level 5). • For the first time, SDS-BLR has worked on Gateway H1 display ads for UK, US and FR locales. These are high-visibility ad placements and delivering these creatives flawlessly and timely is an important contribution by the team. • SDS-BLR team successfully delivered multiple creatives of a campaign for Samsung UK. This campaign had 1 day SLA. This was a special request the team worked on. It was important to deliver these creatives on time and provide excellent customer service to the client, in an effort to get incremental business. What’s coming: • The SDS-BLR team is gearing up to deliver more complex executions (new landing pages, video display ads) for FRITES locale.

THE AD OPERATIONS SPECIALISTS Author: TEAM Melissa LaCailleTeam overview Ad Ops Specialists ManagerAd Operations Specialists (AOS) are the drivers ofoperational efficiency and accuracy for Amazon display Fun fact:advertising ensuring a world-class customer experience andthe success of partnering teams. While Sophia Ray is the official mascot of AOS, we have an animal loving team including furry family members of Romeo, Bailey, Dexter,We are the technical experts across Amazon’s product suite and Z.and responsible for the enablement of offshore ease ofdoing business. Cross-site Mentorship Program: In efforts to continue momentum towards a single global team, AOS has kicked offOn going projects a cross-site mentorship program and team meetings schedule with Mobile and Onsite teams. Onboarding Training: Currently the AOS team is conducting onboarding training for the 14 new associates in San Jose on We are working on a plan for other task areas alongside cross- specifically Forecasting and Booking and AAP to enable more training initiatives. global coverage of these tasks. The goal is true 24 coverage to enable a 1 day SLA across all As a reminder SJO is already fully operational with IMDb, tasks. Mobile, Fire Tablet/TV, DAR, and Checklist. Pipeline and Forecast Planning: With Prime Day fast A big thank you to Stacey Ellis and Jason Troupin for leading approaching, AOS is leading the charge in preparation for the charge and conducting training in person alongside SJO operational support. leadership. We are generating pipeline and forecast planning to NEWS & UPDATES understand volume and define workflow to support effectively. • Nina Rabasso left AOS to join Amazon Connections. AOS is actively hiring for two open head counts. THE CST TRAINING & DEVELOPMENT Author: TEAM Lacey CullisonTeam overview Program ManagerThe team is made up for four members in two countries.Alexandra Bernreuther (PM) is based in London, while She is a Program Manager on the CST T&D team. She has beenLacey Cullison (PM), Pia Silverlieb (Training Specialist) and at Amazon for just over two years, coming to T&D from the AOSAnne Chi (Manager) are based in Seattle. Seattle team. Lacey is passionate about learning as well as her two kids, three dogs and husband. When Lacey is not workingWe provide the Amazon display advertising business with on eLearnings or wrangling her family, she enjoys playing videoinnovative and personalized learning experiences through games and catching up on HGTV.engaging training & development programs, simplifiedlearning processes, and scalable content solutions. What does this mean? This means that releases that have an impacted workflow change will be instructor-led or brown bagSimply put, our team works with product managers, SMEs style and all other release trainings will be relegated to videoand leadership teams to bring onboarding, product training demos and SOPs to try to avoid training fatigue.and professional development trainings to CST. Function Specific Onboarding: As our business continuesOn going projects to evolve, so has our approach to onboarding. Q2 Product Training: The team has partnered with the In conjunction with global CST SMEs the team has released Release Management team to package like product releases the first set of onboarding videos designed to give a new hire and prioritize training for releases that have the most impact on the base knowledge they need to interact with Operative and the CST workflow. Rodeo.

Video selections include building orders in Operative.One, Rewards and Recognition:Forecasting and Booking with AAP, Fire Tablet (and more!) aswell as introductions to how Operative and Rodeo work within A big thank you toour ecosystem. The CST Crew:The videos are available on KNET, just search AMG CST – FSOand the full list will appear. The CST T&D team would like to thank our amazing CST crew for assisting us in creating content and facilitatingCST International New Hire Onboarding Hub: In order trainings!to ease new hires and managers into their roles, the CSTInt’l team will continue to iterate on the CST Intl. New Hire Vitaly Dmitriev, Ben Bruso, Justin Azarioon, ConnerOnboarding Hub and Manager Learning Hub. Beckwith, Alicia Yen, Johnel Clemente, Steve Schain, Ryan Stromberg, Evan Soderquist, Sophia Ochoa, Arnold Wong,These hubs consolidate training materials for products, Kaymann Brown, Tyler Doty, Eunice Yoon, Devender Sellars,processes, tools and detail out R&Rs. Kyle Golder, Julia Park, Nancy Choi, Eddy Richmond, Madison Hart, Justin Chavez, Danny Vasquez, Matt Harris,New features to be implemented in 2017 includes an intro Jon Post, Shayne Smith, Neil Perera, Christoph Suessmeier,video instructing users how to utilize the hub, a traffic light Jenny Tang, Vinay Urs M.D., Gurunandan B A to name a few!mechanism detailing which trainings are high, medium and lowpriority for their role. Further iterations of the customized role We appreciate your partnership in helping us delivertraining plans are in development. crucial information to the organization.Updates to the Manager Learning Hub to include learningresources and information around Manager Development,Hiring, Annual Review, Onboarding processes. NEWS & UPDATES• The team has added two new members in the last few weeks: -Pia Silverlieb - Training Specialist: Pia is dedicated to building out a Train-the-Trainer program as well as bring an Executive Presence training course to CST Leadership. -Anne Chi - Manager: Anne brings a wealth of training knowledge and in addition to helping shape the long-term strategy for the team is assisting with Product Training. We still have two open Sr. Program Manager positions open, stay tuned for updates!

THE RELEASE MANAGEMENT Author: TEAM Tracy KonishiTeam overview Manager for Global Release Mngmt.The role of the team is to limit the risk of product orprocess releases negatively impacting our advertisers, in She is currently transitioning to another team so will no longer be2015 the Release Management team was developed and the POC for this team. Lauren Pergola will be acting as interimlaunched a release management process that includes POC until the role can be delegated to somebody else.User Acceptance Testing (UAT) and a product releaseprocess used to shepherd key releases from product teams What’s coming:to the Customer Success Team (CST). • Standardized Trafficking Workflow: In May, the team will beAs the program evolved, Release Management aligns with reviewing a standardized trafficking workflow to all product teams.the product and sales teams to prioritize releases, plan for This review will include a heat map of where each products fallschanges, test new products and eliminate unnecessary within the standard workflow and a discussion on what incrementalbottlenecks. Additionally, the team leverages their visibility improvements can be made in 2017 as well as larger investmentsacross all product teams by sharing best practices and in 2018.driving execution gold standards. • Beta Support Framework: A PR FAQ is being developed for a global beta support program which will include a single-threadedOn going projects owner to drive global standards, launch real-time WW beta test, coordinate efforts with Product Marketing and sales teams, drive Q1 Projects: Throughout Q1, the team has completed global WBRs to track successes, issues and ensure release several projects to simplify and standardize the UAT process. readiness upon exiting the beta. This effort is critical toward automating end user testing submissions and ultimately increase speed of innovation and adoption of new products. NEWS & UPDATES• In addition to a Q2 spike in product releases, the team is working on two large scale testing andlaunch initiatives – Wafflemaker 2.0 and DPReview/IMDb migrations from DFP to Rodeo.• Tracy Konishi will be transitioning to support the Thursday Night Football initiative starting May 22,2017.• Caitie Clifford joined the team in May, coming from the NA Campaign Management team.• We have two positions open on the team and are actively interviewing to ensure support continuity.

Thank youfor reading throug, more to come in the next edition, stay tuned...