Sr. Program Manager, AI Assistant, Amazon Ads
Sr. Program Manager, AI Assistant, Amazon Ads
Posted on :
23-05-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
23-05-2025
Job Description
We are seeking a strategic and executionoriented Senior Program Manager to lead the governance and onboarding model for our centralized federated Ads Assistant which powers AIdriven advertiser support and campaign optimization experiences. This role will own the design and enforcement of the Ads Assistant governance modelensuring 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 crossfunctional alignment with product engineering and support teams. You will also own postlaunch 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 crossorganizational 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 postlaunch; make go/nogo 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.
CrossFunctional 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) teams mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. Highquality support interactions address immediate issues and unlock future business opportunity. For selfservice 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.
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 crossteam 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
Masters 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 earlystage 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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
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 crossorganizational 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 postlaunch; make go/nogo 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.
CrossFunctional 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) teams mission is to provide the right support and services at the right time to ensure advertisers can effectively grow their business with Amazon. Highquality support interactions address immediate issues and unlock future business opportunity. For selfservice 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.
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 crossteam 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
Masters 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 earlystage 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 for more information. If the country/region youre applying in isnt 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 $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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