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Description

We are seeking a strategic and execution-oriented Senior Program Manager to lead the governance and onboarding model for our centralized, federated Ads Assistant, which powers AI-driven advertiser support and campaign optimization experiences. This role will own the design and enforcement of the Ads Assistant governance model—ensuring partner agent integrations are aligned with our support charter, meet quality standards, and deliver measurable value to advertisers. As the first point of contact for partner teams seeking to build into our chatbot framework, you will define clear processes, establish operational mechanisms, and drive cross-functional alignment with product, engineering, and support teams. You will also own post-launch performance tracking and agent lifecycle management, including reviews, iteration plans, and deprecation decisions.

Critically, you will also own continuous improvement of the quality and impact of our own agents. This includes conducting deep dives into agent performance data and conversational logs to uncover usability gaps, failure patterns, or coverage gaps, and partnering with our own product and tech teams to drive improvements in use case resolution and success rates. This is a highly visible, strategic role ideal for someone who thrives in ambiguous, cross-organizational environments and is passionate about AI, customer experience, and program excellence.

Why This Role Matters

With AI transforming how advertisers interact with platforms, our Ads Assistant framework ensures we provide a cohesive, intelligent, and scalable support experience. This role ensures we scale responsibly — inviting innovation while protecting consistency and advertiser trust. By actively identifying areas for improvement within our own agents and driving enhancements to resolution and success rates, this leader will also ensure our assistant continues to evolve, delivering greater value over time.

Key job responsibilities

- Governance Framework Ownership: Define, document, and evolve the policies, processes, and tenets for partner agent onboarding into the Ads Assistant framework.

- Onboarding Management: In conjunction with the Principal Product Manager, own the intake, evaluation, prioritization, and integration process for new agent proposals from partner teams.

- Performance Oversight: Build and maintain an agent scorecard framework; lead performance reviews at 30/90/180 days post-launch; make go/no-go recommendations.

- Agent Improvement Deep Dives: Analyze agent engagement data, user flows, and escalation logs to identify friction points, and work with product and engineering to expand coverage and boost resolution success.

- Partner Engagement: Act as primary liaison for partner teams (e.g., campaign analytics, creative generation, brand success), ensuring a seamless onboarding experience and adherence to governance guidelines.

- Mechanism Development: Create of reusable templates, dashboards, audit workflows, and intake forms to scale governance with consistency and efficiency.

- Cross-Functional Leadership: Work closely with product managers, applied scientists, engineers, and customer support stakeholders to ensure aligned priorities and launch readiness.

- Operational Reporting: Deliver reviews on Ads Assistant agent health, roadmap alignment, agent performance, and improvement opportunities to leadership on a regular basis.

About the team

The Support Products & Services (SP&S) team’s mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. High-quality support interactions address immediate issues and unlock future business opportunity. For self-service advertisers, this includes providing education in their moment of need, resolving issues they encounter, and predicting needs in order to offer recommendations that correct issues or accelerate their business.

Basic Qualifications

- 5+ years of program or project management experience

- 5+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Experience using data and metrics to determine and drive improvements

- Experience building governance models in a federated or cross-team environment

- Experience with AI/ML, chatbots, or customer support technologies

- Strong analytical skills; ability to interpret and act on engagement, performance, and satisfaction data

- Excellent communication and stakeholder management skills

- Experience with intake processes, prioritization frameworks, and continuous improvement cycles

Preferred Qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

- Background in advertising technology

- Background in support automation

- Familiarity with experimentation, A/B testing, and user experience measurement

- Comfort operating in early-stage, ambiguous environments with a builder mindset

- Familiarity with tools such as Jira, Confluence, Quip, and Tableau or similar dashboarding solutions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.