Program Manager II, Customer Trust External Relations

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.