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Description

Every customer deserves support that feels like it was written by someone who speaks their language natively — even when it wasn't. We're building toward a future where translation technology erases that gap entirely. As Sr. Program Manager of Translation Quality, you will own that future: identifying and continuously advancing the technologies and processes that deliver native-quality experiences at global scale.

Amazon Advertising Support Products & Services is seeking an innovative, strategic, and technically curious Sr. Program Manager to lead our Translation Quality program across advertiser support experiences. In this role, you will own the strategy and execution for how translation quality is measured, improved, and scaled across multiple support surfaces, including text and multimedia-based help experiences, AI-powered chat, human-led chat and email support interactions, and document translation workflows. This is not a traditional localization role. We are looking for a leader who is energized by using technology to push the boundaries of what is possible in multilingual advertiser support, and who can partner across product, science, engineering, operations, and content teams to build scalable mechanisms that improve advertiser experience globally.

You will define what “good” looks like for translation quality in an AI-driven support environment, balancing advertiser and associate comprehension, actionability, latency, operational feasibility, and business impact. You will work across teams at Amazon to identify, evaluate, and scope emerging technologies that could unlock better multilingual experiences for advertisers and support associates, including assessing tradeoffs between existing platform capabilities and custom-built solutions.

You will also help shape the long-term vision for how machine translation and AI can expand high-quality support across languages, regions, and workflows. The right candidate is highly analytical, comfortable navigating ambiguity, able to move fluently between strategy and execution, and excited to work at the intersection of advertiser experience, translation technology, and operational scale.

Key job responsibilities
- Own the end-to-end strategy for Translation Technology across advertiser support workflows, including help content, multimedia content, AI chat, human-assisted chat and email, and document translation.
- Define and evolve quality frameworks, mechanisms, and metrics to assess multilingual advertiser experience, including dimensions such as understandability, accuracy, actionability, policy adherence, and advertiser outcomes.
- Partner with product, engineering, science, and other teams across Amazon to identify, evaluate, and scope new technologies that could improve global support experience across advertiser and associate workflows.
- Assess tradeoffs between existing platform capabilities and custom-built solutions, and make recommendations on where SP&S should adopt, extend, or build translation technologies for advertiser support use cases.
- Drive cross-functional alignment across product, engineering, science, content, operations, and business stakeholders to improve multilingual advertiser experiences at scale.
- Establish mechanisms to inspect, monitor, and continuously improve global support experience, including experimentation, audits, defect analysis, and root-cause reviews.
- Lead language expansion strategy enabled by machine translation and AI, with a focus on improving advertiser experience while increasing global reach.
- Build business cases and written recommendations for senior leaders, using data and advertiser insights to drive prioritization and investment decisions.

About the team
The Support Products & Services team’s vision is to empower self-service advertisers with the right assistance at the right time so they can confidently and effectively grow their business with Amazon. We build and scale the support experiences that help advertisers solve issues, learn, and take action, including self-service help, AI-powered assistance, and human-led support. As support experiences increasingly rely on AI and automation, Global Language Experience is becoming a critical enabler of both advertiser experience and global scale. This role will help define how we deliver high-quality support across languages in a way that is modern, technology-forward, and built for the future.