Sr Manager, Ad Programs, Ads Trust Support

Senior Manager, AT Quality & Support Operations

The Senior Manager, AT Quality & Support Operations will define and execute the global vision for ad moderation and relevance quality, driving audit excellence, defect reduction, and advertiser experience improvement across all AT workflows. The role combines deep operational leadership, quality management, and data-driven problem-solving to ensure policy accuracy, process reliability, and superior customer outcomes for advertisers and shoppers. This leader will oversee end-to-end quality governance across human and machine judgment systems, while also owning the support operations charter focused on reducing advertiser appeals, improving resolution times, and eliminating customer-facing defects through scalable and durable solutions.

Key Responsibilities

Quality Leadership & Vision

• Define and execute the global quality strategy for AT, encompassing audit, compliance, and defect remediation for Ad moderation and relevance workflows.
• Establish scalable audit mechanisms across 24+ machine components (e.g., Decision Maker, Content Matching Service, Trusted Advertiser Program) and human-labeled workflows, ensuring quality at scale with optimized cost structures.
• Redesign quality frameworks to align with AT's directional shift toward machine labeling, translation-based workflows, automation, and Ad Program Agnostic Architecture (APAA).

Operational Excellence & Defect Reduction

Support Operations & Advertiser Experience

Cross-Functional Impact & Roadmap Influence

People & Stakeholder Leadership

Basic Qualifications

10+ years of experience in Advertising Operations, Quality, or Program Management, with at least 5 years in people leadership roles. Proven track record in defect reduction, process transformation, and audit design across complex, high-volume operations. Strong analytical and stakeholder management skills, with the ability to influence Product, Policy, and Tech organizations. Experience managing global, multilingual teams and 3P vendor quality operations.

Preferred Qualifications

Deep understanding of the digital advertising ecosystem, including ad serving, moderation, and relevance workflows. Expertise in machine-human hybrid quality models, ML-based labeling, and policy enforcement systems. Demonstrated ability to define strategic quality roadmaps and drive cross-functional execution at scale. Engineering or Master's degree in Business, Operations, or a related field.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $142,700 / year in our lowest geographic market up to $236,000 / year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits. For more information, please visit https : / / www.aboutamazon.com / workplace / employee-benefits .