Senior Program Manager, Translation Quality

Responsibilities

• Own the end-to-end strategy for Translation Technology across advertiser support workflows, including help content, multimedia, AI chat, and document translation.
• Define and evolve quality frameworks and metrics to assess multilingual advertiser experiences, focusing on accuracy, actionability, and policy adherence.
• Partner with product, engineering, and science teams to identify and scope new technologies that improve global support experiences.
• Assess tradeoffs between existing platform capabilities and custom-built solutions to recommend optimal translation technology investments.
• Drive cross-functional alignment across content, operations, and business stakeholders to scale multilingual support.
• Establish mechanisms to monitor and continuously improve global support through experimentation, audits, and root-cause reviews.
• Lead language expansion strategies enabled by machine translation and AI to increase global reach.
• Build business cases and written recommendations for senior leadership using data and advertiser insights.

Requirements

• Bachelor's degree.
• 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 working cross-functionally with technical and non-technical teams.
• Experience in international content or localization.
• Experience working on AI, machine learning, generative AI, or language technology products/programs.
• Experience improving multilingual experiences across global markets.

Preferred Qualifications

• MBA.
• Fluency in reading, writing, and speaking Mandarin.
• Experience in the advertising industry.
• Experience with customer support, contact center, or troubleshooting workflows.

About the Company

Amazon Advertising Support Products & Services empowers self-service advertisers with the right assistance at the right time. We build and scale the support experiences that help advertisers solve issues and grow their businesses, including self-service help, AI-powered assistance, and human-led support.