Sr Manager, Ad Programs, Ads Trust Support

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 ATs 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 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

- 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region youre applying in isnt listed, please contact your Recruiting Partner.

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 .