Principal Program Manager, OPTIMA

We enable Amazon deliver delightful shopping experience to customers across the globe. We are a global, cross functional team providing end-to-end Human In The Loop (HITL) solutions across Gen AI and Agentic AI lifecycle, leveraging technology and operational excellence.

We are seeking a Principal Program Manager who is passionate about technology, innovation, Operations excellence and improving customer experience. This is a strategic role and highly cross-functional, requiring collaboration and influence across product, science, engineering and Operations teams across timezones. The Principal PM will a) define and drive business critical CX quality programs and b) identify and drive CX improvement opportunities across Shopping org leveraging OPTIMA"s scalable and efficient HITL capabilities.

A successful candidate will thrive in ambiguity, bringing process and discipline to a highly dynamic and fluid environment. This person will excel at managing and influencing broad stakeholder groups, establish best-practices that can be scaled across the Shopping organization, and have the ability to crisply communicate deliverables.

This role will require excellent written and oral communication skills, data-driven analyses and insights, exceptional judgment, strong interpersonal skills, deep curiosity about how things work, and a passion for serving customers. You must enjoy context-switching and partnering at all levels of the organization to deliver results.

Key job responsibilities

• Lead key, strategic projects for large, complex workstreams, identifying, assessing, and prioritizing opportunities based on strategic goals, business needs, and customer value
• Organize and structure teams to deliver and execute program milestones
• Consult with key partners to determine program prioritization, while sourcing and coordinating resources
• Proactively monitor progress against goals while anticipating and mitigating risks, creating and owning solutions, and successfully resolving issues
• Act as a subject matter expert by contributing perspective, insights, and knowledge to guide the establishment of new processes and systems

About the team

We enable Amazon deliver delightful shopping experience to customers worldwide. We are a global, cross functional team providing end-to-end Human In The Loop (HITL) solutions across Gen AI and Agentic AI lifecycle, leveraging technology and operational excellence. We provide ground truth data and CX quality insights across multiple languages at scale with high quality to train, measure and improve and Gen AI/Agentic models powering Amazon AI products like Search, Off Amazon Selection, Alexa Shopping and Rufus.