Role Overview
The Senior Manager, AT Quality & Support Operations will define and execute the global vision for Ad moderation and relevance quality, driving audit excellence, defect reduction, and advertiser experience improvement across all AT workflows. The role combines deep operational leadership, quality management, and data-driven problem-solving to ensure policy accuracy, process reliability, and superior customer outcomes for advertisers and shoppers.
This leader will oversee end-to-end quality governance across human and machine judgment systems, while also owning the support operations charter focused on reducing advertiser appeals, improving resolution times, and eliminating customer-facing defects through scalable and durable solutions.
Key Responsibilities
Quality Leadership & Vision
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).
Operational Excellence & Defect Reduction
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.
Support Operations & Advertiser Experience
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.
Cross-Functional Impact & Roadmap Influence
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.
People & Stakeholder Leadership
Lead a global team of ~200 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.
Basic Qualifications
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.
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.
BASIC QUALIFICATIONS
- 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 or equivalent
PREFERRED QUALIFICATIONS
- CAMS Certification or other compliance certification such as CRCM or CRP
- Knowledge of Lean Six Sigma and process improvement methodologies
- Knowledge of International Organization for Standardization (ISO), International Electrotechnical Commission (IEC), or regulatory requirements or standards
- Experience with audit or risk program design, control environment process documentation, and control mapping
- Master's degree or equivalent
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 158,600.00 - 214,500.00 USD annually
