Program Manager II, Customer Trust External Relations

Amazon

Seattle, WA

Apply

JOB DETAILS

SKILLS

Agile Programming Methodologies, Alliance/Partner Marketing, Analysis Skills, Artificial Intelligence (AI), Artificial Intelligence (AI) Programming Languages, Backlog Prioritization, Business Intelligence, Change Management, Communication Skills, Consumer Branding, Continuous Improvement, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Data Analysis, Data Collection, Data Entry, Detail Oriented, Documentation, Functional Programming Languages, Industry/Trade Analysis, Leadership, Market Research, Marketing, Metrics, Microsoft Excel, Modeling Languages, Operational Improvement, Operational Strategy, Operational Support, Operations Planning, Operations Research, Organizational Skills, Partner Sales, Performance Metrics, Process Development, Process Improvement, Program Planning, Programming Methodologies, Project/Program Coordination, Project/Program Management, Public/Media/Press/Analyst Relations, Quality Assurance, Quality Control, Quality Management, Resolve Customer Issues, Risk Analysis, Risk Management, Sprint Planning, Standard Operating Procedures (SOP), Status Reports, Technical Leadership, Time Management, Training Program, Trend Analysis, Workflow Analysis, Writing Skills

LOCATION

Seattle, WA

POSTED

30+ days ago

Description Amazon's Customer Trust External Relations (CTXR) organization works to ensure global thought-leaders, brands, policymakers, regulators, and media understand how Amazon delivers Earth's safest and most trustworthy shopping experience. Within CTXR, the RADAR (Research, Analytics, Data Architecture & Resolution) team builds the data infrastructure, measurement capabilities, and intelligence systems that power this mission. We are looking for a detail-oriented and analytically minded Program Manager II to drive quality assurance programs, sprint planning, and change management initiatives that help protect and strengthen customer trust across Amazon's global store. In this role, you will own and optimize critical operational mechanisms that ensure the accuracy and reliability of AI-powered workflows, audit processes, and insights delivery - all while working cross-functionally with data engineering, business intelligence, marketing operations, market research, and program management teams. You will be responsible for managing the end-to-end lifecycle of quality assurance and audit programs, driving sprint planning and roadmap execution for a multi-disciplinary analytics team, and leading change management efforts including training rollouts, standard operating procedure (SOP) development, and feature adoption. The ideal candidate is someone who can navigate undefined problems within a defined program strategy, is comfortable working with data and analytics teams without being a technical practitioner themselves, and can translate complex analytical workflows into structured, repeatable programs. You are a practical adopter of generative AI tools and are comfortable leveraging them to improve program efficiency, evaluate AI-generated outputs, and support AI-powered workflows. You bring strong organizational skills, a bias for action, and a track record of delivering cross-functional programs that improve operational efficiency. Key job responsibilities - Own and manage quality assurance and audit programs across multiple AI-powered and human-in-the-loop workflows, ensuring accuracy, consistency, and timely delivery of outputs - Drive sprint planning, backlog prioritization, and roadmap program management for a multi-disciplinary analytics team spanning data engineering, business intelligence, marketing operations, and market research - Lead change management initiatives including end-user training and enablement programs, SOP creation and maintenance, and rollout of new tools and CRM features to partner teams - Define and track program KPIs, success metrics, and reporting cadences; use data to identify trends and drive continuous improvement - Proactively identify program risks, develop mitigation plans, and escalate appropriately to ensure timely resolution - Make informed trade-off decisions balancing timeline, quality, and resource constraints to keep programs on track - Manage cross-functional dependencies and stakeholder communication across program managers, engineers, and analysts within CTXR and partner teams - Build and maintain program documentation including status reports, process maps, runbooks, and escalation procedures - Identify and implement process improvements using Agile, Lean, or similar methodologies to increase team efficiency and delivery velocity - Coordinate QC report delivery schedules and ensure audit findings are actionable and communicated to the right stakeholders - Support operational planning cycles (OP1/OP2) by organizing data, collecting inputs, and contributing to narrative documents A day in the life You'll start your day reviewing sprint progress and triaging blockers with your data engineering and business intelligence partners. Mid-morning, you might lead a stand-up to align on weekly priorities and audit delivery timelines. After lunch, you could be drafting an updated SOP, analyzing QC audit results to identify process gaps, or preparing a status update for leadership on program health. Later, you might coordinate dependencies with program managers across CTXR or work through a trade-off decision with your manager. No two days look the same, but every day involves keeping cross-functional programs moving forward with quality and accountability. About the team Customer Trust External Relations (CTXR) ensures global thought-leaders, brands, policymakers, regulators, and media understand how Amazon delivers Earth's safest and most trustworthy shopping experience by (1) building, accelerating and strengthening third-party, influential relationships and partnerships all over the world to address customer trust issues, (2) delivering evidence and telling stories that persuasively demonstrate the reality of the customer-obsessed tools our teams build to protect our customers, brands, and selling partners, (3) serving as a "voice of the customer" for product and tech teams, and (4) partnering with key leading brands to not only solve material pain points, but jointly discuss hot topics and share information on industry trends. Basic Qualifications - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams - Knowledge of Excel at an advanced level Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience with agile or other program management methodologies - Experience managing or supporting quality assurance, audit, or compliance programs - Experience with change management, including developing training materials, SOPs, or adoption programs for new tools and processes - Experience working alongside data engineering, analytics, or business intelligence teams in a non-technical program management capacity - Strong written communication skills, including experience writing program narratives, status reports, or operational planning documents - Practical experience using generative AI tools (e.g., large language models, AI assistants) to improve personal or team productivity in a professional setting - Experience evaluating or managing quality of AI-generated outputs, including understanding of prompt design, output validation, or human-in-the-loop review processes 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, SEATTLE - 82,700.00 - 129,800.00 USD annually USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually

About the Company

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

FOUNDED

1994

WEBSITE

http://Amazon.com/militaryroles