Senior Program Manager, Conversational Shopping, AFS

We are seeking a Senior Program Manager to lead initiatives that reduce defects and improve product quality for Alexa for Shopping, Amazon's AI-powered conversational shopping assistant. This is an opportunity to join the high-performing team that makes it easy for customers to find and discover the best products to meet their unique needs by helping with product research, providing comparisons and recommendations, answering specific product questions, and more. This role is inherently high-visibility and highly cross-functional, requiring collaboration and influence across partner teams, product, design, science, evaluations and engineering.

Key job responsibilities

You will own the program to identify and reduce the key defects impacting the assistant's quality score, with accountability for driving the organization toward an ambitious goal. The ideal candidate is an AI-forward program leader who can understand complex AI/LLM quality problems, diagnose what is driving gaps in customer experience, and translate those gaps into clear priorities and actions. You must be comfortable understanding how AI systems behave, interpreting evaluation signals, challenging root-cause analysis, and influencing technical teams to deliver measurable improvements.

Own the quality improvement strategy: Establish the roadmap, priorities, mechanisms, and success metrics to achieve high-priority goals, focusing teams on the highest-impact defects. Drive an integrated, end-to-end quality improvement program across agents, evaluation infrastructure, and related workstreams, with clear owners, milestones, dependencies, and measurable outcomes.

Diagnose AI quality gaps: Partner with Science, Product, Engineering, and evaluation teams to interpret AI/LLM behaviors, evaluation signals, and customer-impacting defects; lead rigorous RCA to identify systemic root causes, risks, dependencies, and blockers, and drive resolution through data-backed recommendations and clear tradeoffs.

Drive cross-functional resolution: Translate complex AI problems into clear actions, influence product roadmaps without direct authority, and establish an operating cadence that drives accountability, surfaces progress, risks, and gaps, and enables timely leadership decisions to deliver measurable quality improvements.

Own the executive narrative: Establish mechanisms to track progress and cumulative impact, identify where the program is off-track, and provide senior leadership with clear insights, risks, tradeoffs, and recommendations.

Operate with a strong bias for action, removing obstacles and driving fast, iterative delivery while maintaining focus on quality and measurable outcomes.