Senior Program Manager

Who you are

• The ideal candidate brings a combination of analytical rigor and creative vision: someone who can build a content measurement framework from scratch, identify gaps through data, and translate ambiguous business needs into structured, scalable programs
• You thrive in fast-moving environments, communicate with clarity across all levels of the organization, and understand that great content is not just well-written but strategically designed to move metrics
• If you are energized by building something meaningful from the ground up and want your work to directly shape how thousands of shippers experience Amazon, this role is for you
• 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 in program or project management
• Experience in content creation or copy editing, including online publishing
• Experience leading process improvements
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage

What the job involves

• Design and own the end-to-end content strategy, building a scalable framework that covers SOPs, help documentation, policy changes, and new product launches for both external clients and internal support associates
• Benchmark content quality and effectiveness against industry leaders, define measurable goals, and establish review mechanisms to track performance and drive continuous improvement
• Lead cross-functional program management across technology, legal, marketing, operations, and commercial teams; define milestones, track progress, and hold stakeholders accountable to individual deliverables
• Define the taxonomy, structure, and quality standards that make content machine-readable and AI-ready, ensuring our tools surface accurate, personalized, and context-aware information at the right moment
• Lead the development of interactive video and multimedia experiences that translate complex operational topics into simple, intuitive formats, reducing cognitive load and driving self-service adoption
• Author and lead high-judgment business reviews and leadership documents, including MBRs, QBRs, and VP goal reviews, with clear commentary on program status, risks, and mitigations
• Develop and maintain playbooks and process documentation to standardize and scale content programs across the organization
• Navigate ambiguity with confidence, structuring complex problems into clear, actionable plans while managing multiple workstreams simultaneously