Sr PM, Mktg Ops (Agentic), Channel Technology & Operations

Amazon • Austin, TX

14d • Remote

About The Position

This role is at the center of a fundamental shift in marketing technology support, driving the transformation from a reactive, ticket-driven model to a proactive, agentic one. The position will lead the program to build and operationalize agentic support capabilities, and then continue to run and improve these operations as part of the team's long-term operating model. In the near term, the focus will be on deconstructing legacy support workflows and rebuilding them into intelligent, system-led processes where AI agents handle intake, classification, diagnosis, routing, and resolution without human intervention. The role will also shift the support model toward proactive detection and prevention using signals, telemetry, and agent-driven monitoring. As the program matures, the individual will operate and continuously improve these agentic systems. Collaboration with Product and Engineering is key to ensure agentic capabilities are reliable in production and to support the agentic content supply chain. Change management efforts will be led to transition marketers to new ways of working, ensuring smooth adoption and sustained support. The role steps into an environment with active development of next-generation intake, triage, and automation workflows, requiring leadership to bring structure, standardization, prioritization, and pace to move from experimentation to a scalable, production-ready model. Existing team members will continue to build and operate alongside the new lead as part of the long-term agentic operations engine.

Requirements

• 5+ years of program or project management 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 implementing repeatable processes and driving automation or standardization
• Knowledge of general AI tools

Nice To Haves

• 3+ years of driving process improvements experience
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions
• Experience designing, implementing, or operating AI/automation-driven support or triage workflows (e.g., LLM-based agents, orchestration frameworks, decisioning engines, RPA, chatbot-based deflection)

Responsibilities

• Deconstruct existing ticket-driven support workflows and redesign them into AI-native, agentic systems that automate intake, triage, diagnosis, routing, and resolution, shifting the team from reactive support to proactive detection and prevention.
• Own day-to-day reliability for agentic systems in production, including observability, failure detection, root cause analysis, and resolution across the marketing technology stack (AEM, Marketo, AEP).
• Partner with Product and Engineering to operationalize the rollout of agentic capabilities, defining testing, validation, acceptance criteria, and readiness frameworks that ensure systems perform reliably in production.
• Support Product's agentic content supply chain roadmap by providing operational readiness assessments, front-line system feedback, and production support planning for new capabilities.
• Lead change management to transition marketers from legacy workflows to new agentic ways of working, building trust through transparency into how agents make decisions and when human judgment is needed.
• Lead a small team of builders developing automation and agentic support workflows, providing direction, prioritization, quality standards, and operational playbooks.
• Define and track key operational metrics including automation rate, MTTR, ticket deflection rate, agent classification accuracy, and the ratio of system-detected issues to user-reported tickets.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed