Senior Program Manager, Conversational Shopping, AFS

Amazon Inc.; New York (NY); On-site; USD 127,000 - 185,000; Full time

Job summary

Amazon.com Services LLC in New York seeks a Senior Program Manager to lead end-to-end quality initiatives for Alexa for Shopping, Amazon’s AI-powered conversational shopping assistant, guiding cross-functional teams across product, design, science, evaluations and engineering to elevate customer experience.

You will own the defects reduction roadmap, analyze AI/LLM quality signals, drive RCA, influence roadmaps without direct authority, and report progress to senior leadership with clear metrics

Qualifications

• 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 managing conflict, escalations, negotiating compromise, influencing others and problem solving with engineering teams.
• Experience with AI/ML, Generative AI, LLMs, conversational AI, or AI-powered products, with the ability to diagnose ambiguous quality problems and translate complex concepts into actionable priorities.

Responsibilities

• Own the program to identify and reduce the key defects impacting the assistant’s quality score, with accountability for driving the organization toward an ambitious goal.
• Lead AI-forward quality initiatives and translate gaps into clear priorities and actions for cross-functional partners.
• Establish the quality improvement roadmap, priorities, mechanisms, and success metrics to achieve high-priority goals.
• Diagnose AI quality gaps by interpreting AI/LLM behaviors and evaluation signals, and lead rigorous root cause analysis.
• Drive cross-functional resolution and influence product roadmaps to deliver measurable quality improvements.
• Own the executive narrative by tracking progress and providing senior leadership with insights, risks, and recommendations.

Skills

Program management

Data-driven decision making

Strategy ownership

Stakeholder management

AI/ML experience

Education

Master's degree or MBA

Tools

General AI tools

Job description

Description

We are seeking a Senior Program Manager to lead initiatives that reduce defects and improve product quality for Alexa for Shopping, Amazon’s AI-powered conversational shopping assistant. This is an opportunity to join the high-performing team that makes it easy for customers to find and discover the best products to meet their unique needs by helping with product research, providing comparisons and recommendations, answering specific product questions, and more. This role is inherently high-visibility and highly cross-functional, requiring collaboration and influence across partner teams, product, design, science, evaluations and engineering.

Key job responsibilities

You will own the program to identify and reduce the key defects impacting the assistant’s quality score, with accountability for driving the organization toward an ambitious goal. The ideal candidate is an AI-forward program leader who can understand complex AI/LLM quality problems, diagnose what is driving gaps in customer experience, and translate those gaps into clear priorities and actions. You must be comfortable understanding how AI systems behave, interpreting evaluation signals, challenging root-cause analysis, and influencing technical teams to deliver measurable improvements.

Own the quality improvement strategy: Establish the roadmap, priorities, mechanisms, and success metrics to achieve high-priority goals, focusing teams on the highest-impact defects. Drive an integrated, end-to-end quality improvement program across agents, evaluation infrastructure, and related workstreams, with clear owners, milestones, dependencies, and measurable outcomes.

Diagnose AI quality gaps: Partner with Science, Product, Engineering, and evaluation teams to interpret AI/LLM behaviors, evaluation signals, and customer-impacting defects; lead rigorous RCA to identify systemic root causes, risks, dependencies, and blockers, and drive resolution through data-backed recommendations and clear tradeoffs.

Drive cross-functional resolution: Translate complex AI problems into clear actions, influence product roadmaps without direct authority, and establish an operating cadence that drives accountability, surfaces progress, risks, and gaps, and enables timely leadership decisions to deliver measurable quality improvements.

Own the executive narrative: Establish mechanisms to track progress and cumulative impact, identify where the program is off-track, and provide senior leadership with clear insights, risks, tradeoffs, and recommendations.

Operate with a strong bias for action, removing obstacles and driving fast, iterative delivery while maintaining focus on quality and measurable outcomes.

Basic Qualifications

• 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 managing conflict, escalations, negotiating compromise, influencing others and problem solving with engineering teams
• Experience with AI/ML, Generative AI, LLMs, conversational AI, or AI-powered products, with the ability to diagnose ambiguous quality problems and translate complex concepts into actionable priorities.

Preferred Qualifications

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of general AI tools
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Strong written and verbal communication skills, including the ability to develop crisp narratives and effectively communicate recommendations, tradeoffs, and outcomes to senior leadership.

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, NY, New York - 127,200.00 - 185,000.00 USD annually

USA, WA, Seattle - 115,600.00 - 160,000.00 USD annually

Company

Amazon.com Services LLC

Job ID: A10578732