Sr Manager, Ad Programs, Ads Trust
Amazon · Posted Oct 2
E-commerce, cloud computing, online advertising, and digital streaming services
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About the role
The Ads Trust (AT) Quality & Support Operations team owns ad moderation and relevance quality, audit governance, and advertiser support for Amazon's advertising business across 22 locales and 17 languages. The organization works on human- and machine-judgment workflows, defect reduction, policy enforcement accuracy, and advertiser appeals processes, including emerging ad programs such as Streaming TV (Prime Video Ads / Freevee). This Senior Manager role defines and executes the global quality and support operations vision, leads a global team of ~150 employees, and partners with Product, Policy, Engineering, and Science to drive defect reduction, automation, and advertiser experience improvements.
What you will do
- 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).
- Drive measurable improvements in customer-facing defect reduction (DAV-1K) targeting YoY improvement and DAV-1K < 1 across all locales.
- Lead data-driven defect detection and remediation programs, including programmatic scans and audit insights for policy enforcement accuracy.
- Partner with Product, Policy, Engineering, and Science to translate audit findings into durable system and policy improvements, reducing long-term defect recurrence.
- Serve as the single-threaded owner for all Advertiser Appeals, Customer Andons, and Ad Feedback processes within AT Operations.
- Drive YoY improvement in advertiser contact reduction and appeal resolution time through proactive process redesign, SOP simplification, and stakeholder engagement.
- Collaborate with global stakeholders to enhance communication loops and ensure faster, accurate resolution to advertiser issues.
- Leverage audit insights and appeal data to influence AT Policy, Product, and Science roadmaps, shaping the future of moderation accuracy and advertiser trust.
- Lead initiatives to provide high-quality human-in-the-loop training data for machine learning models, enabling automation and continuous improvement in moderation workflows.
- Deliver audit mechanisms for emerging ad programs and publishers such as Streaming TV (Prime Video Ads / Freevee) in alignment with SVP quality goals.
- Lead a global team of ~150 employees across 5 sites supporting 22 locales and 17 languages,
- Build and mentor a diverse team of quality and support leaders, fostering a culture of operational excellence, accountability, and innovation.
- Represent AT Quality & Support Ops in VP- and SVP-level goal forums, driving progress across VP goals related to quality, automation, and advertiser experience.
Skills used in this role
What the employer is looking for
- 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.
- 10+ years of risk management, audit, legal, compliance or related field work including engaging with external stakeholders experience
- 7+ years of team management with 5 or more direct reports experience
- Experience in risk management, audit, legal, compliance or a related field including engaging with external stakeholders
- Experience in team management with 5 or more direct reports
- Experience implementing lean principles and process improvement in an operational environment
- Experience working within a global company, with multi-country responsibilities
- Bachelor's degree
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.
- CAMS Certification or other compliance certification such as CRCM or CRP
- Knowledge of Lean Six Sigma and process improvement methodologies
- Experience with audit or risk program design, control environment process documentation, and control mapping
- Master's degree
Benefits and support
- Compensation and benefits are detailed in the job posting
About Amazon
Amazon.com, Inc. is a multinational technology conglomerate focusing on e-commerce, cloud computing, online advertising, digital streaming, and artificial intelligence. Recognized as one of the world's most valuable brands, it operates the largest internet retail marketplace globally alongside its prominent cloud platform, Amazon Web Services (AWS).
- Industry
- E-Commerce
- Company size
- 1576000+ employees
- Founded
- 1994-07-05
- Location
- Seattle, Washington, USA
- Funding stage
- Public Company
Funding
Public Company · $8M raised
- 2013-03-22Post Ipo Debt$200M
Leadership
President and Chief Executive Officer
Founder and Executive Chair
Senior Vice President and Chief Financial Officer
Matt Garman
CEO, Amazon Web Services
CEO, Worldwide Amazon Stores
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