Quality Program Manager — AI-Driven Customer Support

Amazon

Seattle (WA)

On-site

USD 83,000 - 130,000

Full time

6 days ago

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Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon’s eero division seeks a Quality Program Manager to lead quality initiatives within the customer support organization in Seattle. You will set QA standards, oversee reviews across internal teams and vendor partners, and translate findings into actionable improvements using data and AI tools.

You will collaborate with Learning & Development, calibrate reviews, monitor trends, and report program health to senior leadership while exploring scalable automation to enhance customer experiences.

Qualifications

3+ years of program or project management experience.
Experience using data and metrics to drive improvements.
Cross-functional collaboration with tech and non-tech teams.
Prioritizing and delivering projects on time in fast-paced settings.
Communicating complex information to senior stakeholders.
QA evaluations and calibrations for internal and vendor support teams.
LEAN / Six Sigma or similar methodologies.
Strategic and tactical thinking with strong attention to detail.

Responsibilities

Serve as SME on quality standards and QA methodologies across eero's customer support organization.
Conduct and oversee QA reviews for internal teams and vendor partners, ensuring consistent evaluation across all support channels.
Design and implement methods to evaluate and measure agent performance using quantitative and qualitative data.
Leverage AI-powered tools (e.g., Amazon Connect Contact Lens, speech and text analytics) to identify trends, automate quality insights, and drive program improvements and efficiency.
Collaborate with vendor and internal managers to monitor trends in quality and implement strategies to maintain and improve performance.
Collaborate with Learning & Development to update training materials based on QA findings.
Act as the lead facilitator for calibrations, ensuring reviews align with scoring methods across teams.
Identify customer pain points through surveys, QA audits, AI sentiment analysis and performance trends.
Work cross-functionally with vendor partners and internal teams to improve processes and customer experience.
Maintain QA reporting mechanisms to provide visibility into program health for senior leadership.
Continuously evaluate and implement AI and automation solutions to scale the QA program and improve efficiency.
Ability to travel domestically and internationally (<25%).