Sr. Program Manager, Global Language Experience, Amazon Advertising

Amazon • Seattle, WA

4d • $115,600 - $160,000 • Onsite

About The Position

Amazon Advertising Support Products & Services is seeking an innovative, strategic, and technically curious Sr. Program Manager to lead our Translation Quality program across advertiser support experiences. In this role, you will own the strategy and execution for how translation quality is measured, improved, and scaled across multiple support surfaces, including text and multimedia-based help experiences, AI-powered chat, human-led chat and email support interactions, and document translation workflows. This is not a traditional localization role. We are looking for a leader who is energized by using technology to push the boundaries of what is possible in multilingual advertiser support, and who can partner across product, science, engineering, operations, and content teams to build scalable mechanisms that improve advertiser experience globally.

You will define what “good” looks like for translation quality in an AI-driven support environment, balancing advertiser and associate comprehension, actionability, latency, operational feasibility, and business impact. You will work across teams at Amazon to identify, evaluate, and scope emerging technologies that could unlock better multilingual experiences for advertisers and support associates, including assessing tradeoffs between existing platform capabilities and custom-built solutions.

You will also help shape the long-term vision for how machine translation and AI can expand high-quality support across languages, regions, and workflows. The right candidate is highly analytical, comfortable navigating ambiguity, able to move fluently between strategy and execution, and excited to work at the intersection of advertiser experience, translation technology, and operational scale.

Requirements

• Bachelor's degree
• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience working cross functionally with tech and non-tech teams
• Experience in international content or localization of content
• Experience working on AI, machine learning, generative AI, or language technology products/programs
• Experience improving multilingual experiences across global markets

Nice To Haves

• MBA
• Speak, write, and read fluently in Mandarin
• Experience in advertising
• Experience with customer support, contact center, or troubleshooting workflows

Responsibilities

• Own the end-to-end strategy for Translation Technology across advertiser support workflows, including help content, multimedia content, AI chat, human-assisted chat and email, and document translation.
• Define and evolve quality frameworks, mechanisms, and metrics to assess multilingual advertiser experience, including dimensions such as understandability, accuracy, actionability, policy adherence, and advertiser outcomes.
• Partner with product, engineering, science, and other teams across Amazon to identify, evaluate, and scope new technologies that could improve global support experience across advertiser and associate workflows.
• Assess tradeoffs between existing platform capabilities and custom-built solutions, and make recommendations on where SP&S should adopt, extend, or build translation technologies for advertiser support use cases.
• Drive cross-functional alignment across product, engineering, science, content, operations, and business stakeholders to improve multilingual advertiser experiences at scale.
• Establish mechanisms to inspect, monitor, and continuously improve global support experience, including experimentation, audits, defect analysis, and root-cause reviews.
• Lead language expansion strategy enabled by machine translation and AI, with a focus on improving advertiser experience while increasing global reach.
• Build business cases and written recommendations for senior leaders, using data and advertiser insights to drive prioritization and investment decisions.

Benefits

• sign-on payments
• restricted stock units (RSUs)
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior