Sr PM, Mktg Ops (Agentic), Channel Technology & Operations

About the role

Description Marketing technology support is going through a fundamental shift, and this role is at the center of it. You will drive the transformation of Marketing Technology Operations from a reactive, ticket-driven support model to a proactive, agentic one.

Responsibilities

• Deconstruct existing ticket-driven support workflows and redesign them into AI-native, agentic systems that automate intake, triage, diagnosis, routing, and resolution, shifting the team from reactive support to proactive detection and prevention
• Own day-to-day reliability for agentic systems in production, including observability, failure detection, root cause analysis, and resolution across the marketing technology stack (AEM, Marketo, AEP)
• Partner with Product and Engineering to operationalize the rollout of agentic capabilities, defining testing, validation, acceptance criteria, and readiness frameworks that ensure systems perform reliably in production
• Support Product's agentic content supply chain roadmap by providing operational readiness assessments, front-line system feedback, and production support planning for new capabilities
• Lead change management to transition marketers from legacy workflows to new agentic ways of working, building trust through transparency into how agents make decisions and when human judgment is needed
• Lead a small team of builders developing automation and agentic support workflows, providing direction, prioritization, quality standards, and operational playbooks
• Define and track key operational metrics including automation rate, MTTR, ticket deflection rate, agent classification accuracy, and the ratio of system-detected issues to user-reported tickets

Requirements

This is not a one-time project. You will lead the program to build and operationalize agentic support capabilities, and then continue to run and improve those operations as part of the team's long-term operating model.

Qualifications

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Skills

• Program or project management experience
• Data and metrics experience
• Excel (Pivot Tables, VLookUps)
• SQL
• Process improvement experience
• Collaboration with tech and non-tech teams

Benefits

Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave.

Pay

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs).

Schedule

Work/Life Balance: We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture.