Description

Amazon Alexa is changing how people interact with technology. Alexa+ connects customers to third-party services—booking rides, reserving restaurants, planning travel—through natural voice conversations powered by large language models. Behind every seamless interaction is a quality operation ensuring these experiences work as customers expect.

We're looking for a Senior Program Manager to lead quality programs across the full lifecycle of third-party experiences on Alexa+. You'll own the strategy and execution for pre-launch quality assurance and post-launch monitoring—scaling operations across new experiences, integration patterns, and international markets. You'll drive the adoption of AI-powered investigation tools, build frameworks that connect certification rigor to production quality, and establish the mechanisms that ensure third-party partners deliver experiences customers trust.

Key job responsibilities

Own end-to-end quality program strategy spanning pre-launch certification and post-launch monitoring for third-party experiences across multiple integration patterns and international locales
Define and operationalize quality lifecycle —establishing SOPs, SLAs, and escalation paths that scale without proportional headcount growth
Drive adoption and accuracy improvement of AI-powered investigation tools—setting precision targets, designing audit mechanisms, and managing dependencies with tool development teams
Build the 3P partner engagement model—defining communication protocols, fix timelines, and suppression criteria when partners fail to resolve critical defects
Establish cross-functional mechanisms with product, engineering, science, and partner-facing teams to route defects to correct owners with actionable evidence
Lead international expansion of quality operations—adapting processes, training teams, and validating automation accuracy across new languages and markets
Define success metrics, track program health, and deliver quality narratives to senior leadership in weekly and monthly business reviews
Manage workforce planning and role transitions within a fixed headcount—optimizing team composition for technical depth and multi-lingual coverage

A day in the life

Your primary focus is making sure third-party experiences on Alexa+ work for customers—across every launch phase, integration type, and market. You review quality dashboards to understand where the biggest customer problems are right now. You will be designing solutions and aligning with UX, Product and Engineering teams on how to improve CX across multiple experiences.

You're operating at the strategic layer. You're preparing the quality narrative for a leadership review—structured as: here's the status, here's what changed, here's why, here's what we need. Beyond the routine, you'll shape how quality scales as Alexa+ expands to new partners, new countries, and new ways of integrating. You own the frameworks that make a small team operate at the scope of a large one.

About The Team

We ensure that every third-party experience on Alexa+ meets the quality bar customers expect—before launch and after. Our team combines quality assurance, production monitoring, and AI-powered automation to detect, investigate, and resolve customer-facing defects at scale. We work across the full lifecycle: certifying experiences pre-launch, monitoring quality in production, and driving fixes through collaboration with internal engineering teams and external partners. We operate across multiple integration types and international markets with a lean team that relies on smart automation and rigorous prioritization. If you want to own quality outcomes for experiences used by millions of customers, and build the systems that make that sustainable, this is the team.

Basic Qualifications

5+ years of working cross functionally with tech and non-tech teams experience
5+ years of program or project management experience
5+ years of delivering cross functional projects experience
Experience defining program requirements and using data and metrics to determine improvements
Experience implementing repeatable processes and driving automation or standardization

Preferred Qualifications

8+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
8+ years of working cross functionally with tech and non-tech teams experience
Experience in complex problem solving, and working in a tight schedule environment
Experience using data and metrics to determine and drive improvements
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.

Company - ADCI - BLR 14 SEZ

Job ID: A10464633

Senior Program Manager, Alexa 3P Quality & Experiences