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. 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.