Amazon.com Services LLC
Project/Program/Product Management--Non-Tech, Program Management, selling partner services
ProgramManagerII,CustomerTrustExternalRelations
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“Program Manager II, Customer Trust External Relations at Amazon.com Services LLC. Skills: Quality assurance programs, Audit programs, Change management, Sprint planning, Roadmap execution. Manage quality assurance programs. Manage audit programs”
What You'll Achieve.
Ensure accuracy and reliability; Protect and strengthen customer trust; Improve program efficiency; Increase team efficiency; Increase delivery velocity
Industry & Context.
Navigate undefined problems; Data-driven decision making; Identify program risks; Develop mitigation plans; Make trade-off decisions
What They're Looking For.
Must Have
3+ years program management experience, 3+ years process improvement initiatives, Experience using data and metrics, Experience working cross functionally, Knowledge of Excel advanced level
Nice to Have
3+ years driving end to end delivery, Communicating results to senior leadership, Experience in stakeholder management, Experience with agile methodologies, Experience managing quality assurance programs, Experience managing audit programs, Experience managing compliance programs, Experience with change management, Developing training materials, SOP creation and maintenance, Adoption programs for new tools, Adoption programs for new processes, Working alongside data engineering teams, Working alongside analytics teams, Working alongside business intelligence teams, Non-technical program management capacity, Written communication skills, Experience writing program narratives, Experience writing status reports, Experience writing operational planning documents, Practical experience using generative AI tools, Experience evaluating AI-generated outputs, Experience managing quality of AI-generated outputs, Understanding of prompt design, Understanding of output validation, Understanding of human-in-the-loop review
What You'll Do.
Manage quality assurance programs
Manage audit programs
Ensure accuracy of AI workflows
Ensure reliability of AI workflows
Drive sprint planning
Manage roadmap execution
Lead change management initiatives
Roll out training programs
Facilitate feature adoption
Track success metrics
Use data to identify trends
Drive continuous improvement
Identify program risks
Develop mitigation plans
Escalate risks appropriately
Make trade-off decisions
Manage cross-functional dependencies
Communicate with stakeholders
Build program documentation
Maintain program documentation
Implement process improvements
Increase team efficiency
Increase delivery velocity
Coordinate QC report delivery
Ensure audit findings actionable
Communicate audit findings
Support operational planning cycles
Organize data for planning
Collect inputs for planning
Contribute to narrative documents
Review sprint progress
Align on weekly priorities
Align on audit timelines
Analyze QC audit results
Identify process gaps
Prepare status updates
Coordinate dependencies with PMs
Work through trade-off decisions
How You'll Work.
Team & Collaboration
Cross-functional teams; Data engineering teams; Business intelligence teams; Marketing operations teams; Market research teams; Program management teams; Partner teams
Communication Scope
Status reports; Process maps; Runbooks; Escalation procedures; Narrative documents
Process & Methodology
Sprint planning, Roadmap execution, Agile methodologies, Lean methodologies, Program management
Full Job 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
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