Amazon

DESCRIPTION

At Amazon's Advertising Trust team, we're seeking a Principal Program Manager who will obsess over the advertiser experience with moderation. This role sits at the critical intersection of advertising policy, customer experience, and operational excellence, offering a unique opportunity to transform how we support our advertising partners through complex challenges.

As the driving force behind our newly established advertiser experience team, you'll spearhead the creation of a dedicated function that systematically handles executive escalations while driving long-term solutions to persistent challenges affecting our advertising partners.

You'll be a strategic partner to senior leadership, serving as the single point of accountability for high-priority advertiser escalations and systemic moderation issues. You'll collaborate with diverse teams across Amazon Advertising - from Policy and Operations to Product and Engineering - orchestrating cross-functional responses that address both immediate advertiser needs and underlying systemic gaps.

We're looking for someone who can think strategically while executing tactically. You'll need to balance the urgency of executive-level escalations with the methodical approach required to solve chronic issues like high advertiser rejections. This role requires deep understanding of advertising operations, policy frameworks, and the ability to translate complex technical challenges into clear business impact and solutions.

Key job responsibilities

• Drive end-to-end resolution of VP+ level escalations, conducting comprehensive triage, coordinating cross-functional responses, and maintaining clear accountability through to resolution
• Investigate and resolve systemic moderation challenges that lack clear ownership, implementing formal tracking and improvement programs
• Develop and maintain critical operational infrastructure including escalation tracking systems, standardized documentation processes, and performance metrics dashboards
• Prepare and deliver executive-ready documentation and analysis, providing comprehensive summaries of issues, resolutions, and preventive measures to senior leadership
• Establish clear interaction models and SLAs with existing AT teams (Operations, Policy, Product, Tech) to ensure seamless collaboration without creating coordination overhead
• Drive data-driven insights from escalation patterns to inform product roadmaps, policy refinements, and operational improvements across Amazon Ads

BASIC QUALIFICATIONS

• 7+ years of working cross functionally with tech and non-tech teams experience
• 7+ years of program or project management experience
• 7+ years of managing, analyzing and communicating results to senior leadership experience
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

• Experience delivering projects within scope, time, budget and quality

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,900/year in our lowest geographic market up to $206,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on 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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.