Principal Program Manager, OPTIMA

We enable Amazon deliver delightful shopping experience to customers across the globe. We are a global, cross functional team providing end-to-end Human In The Loop (HITL) solutions across Gen AI and Agentic AI lifecycle, leveraging technology and operational excellence.

We are seeking a Principal Program Manager who is passionate about technology, innovation, Operations excellence and improving customer experience. This is a strategic role and highly cross-functional, requiring collaboration and influence across product, science, engineering and Operations teams across timezones.

The Principal PM will a) define and drive business critical CX quality programs and b) identify and drive CX improvement opportunities across Shopping org leveraging OPTIMA's scalable and efficient HITL capabilities.

A successful candidate will thrive in ambiguity, bringing process and discipline to a highly dynamic and fluid environment. This person will excel at managing and influencing broad stakeholder groups, establish best-practices that can be scaled across the Shopping organization, and have the ability to crisply communicate deliverables.

This role will require excellent written and oral communication skills, data-driven analyses and insights, exceptional judgment, strong interpersonal skills, deep curiosity about how things work, and a passion for serving customers. You must enjoy context-switching and partnering at all levels of the organization to deliver results.

Key job responsibilities

• Lead key, strategic projects for large, complex workstreams, identifying, assessing, and prioritizing opportunities based on strategic goals, business needs, and customer value
• Organize and structure teams to deliver and execute program milestones
• Consult with key partners to determine program prioritization, while sourcing and coordinating resources
• Proactively monitor progress against goals while anticipating and mitigating risks, creating and owning solutions, and successfully resolving issues
• Act as a subject matter expert by contributing perspective, insights, and knowledge to guide the establishment of new processes and systems

About the team

We enable Amazon deliver delightful shopping experience to customers worldwide. We are a global, cross functional team providing end-to-end Human In The Loop (HITL) solutions across Gen AI and Agentic AI lifecycle, leveraging technology and operational excellence.

We provide ground truth data and CX quality insights across multiple languages at scale with high quality to train, measure and improve and Gen AI/Agentic models powering Amazon AI products like Search, Off Amazon Selection, Alexa Shopping and Rufus.

BASIC QUALIFICATIONS

• 7+ years of working cross functionally with tech and non-tech teams experience
• 7+ years of program or project management experience
• Experience managing, analyzing and communicating results to senior leadership
• Bachelor's degree
• Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

• PMP certificate
• Experience in leading high impact programs in GenAI and Agentic AI space.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 137,600.00 - 186,200.00 USD annually