Manager, Quality Programs, Partner Outbound Communications

Manager, Program Of Communication Quality Programs And Improvement

Amazon sends millions of communications to Selling Partners every day, ranging from informational updates about new features or upcoming events to critical business information. These communications are delivered through a variety of channels, including email, web notifications, SMS, mobile push, and others. The quality, consistency, and thoughtfulness of these communications shape the entire experience that Selling Partners have with Amazon.

We are seeking a Manager, Program Of Communication Quality Programs And Improvement for the Partner Outbound Communications team. In this role, you will lead a team of program managers tasked with improving the quality of Selling Partner communications across all channels, including emails, web notifications, SMS, and mobile push.

Key job responsibilities include:

• Managing, developing, and growing a team of program managers.
• Establishing recurring mechanisms and key metrics to manager and improve communications quality programs.
• Ensuring that content sent to Selling Partners is defect-free, high-quality, consistent, relevant, and thoughtful.
• Working with internal teams to resolve any defects identified and instituting mechanisms to scale defect resolution across hundreds of teams.
• Leveraging your passion for communications, attention to detail, and ability to manage complex processes involving multiple stakeholders.
• Demonstrating familiarity and comfort with communications platform technology.

The ideal candidate will have:

• Proven track record of leading program teams and establishing key business metrics to continuously improve programs and processes.
• Demonstrated expertise in content authoring and editing, with a strong eye for detail.
• Strong analytical and data-driven approach to identifying and resolving quality issues, with familiarity in communications-related metrics and performance indicators.
• Ability to develop and enforce content quality standards, guidelines, and QA processes to proactively monitor and improve communications.
• Familiarity with a variety of communications platforms and technologies, such as content management systems and analytics tools.
• Comfort navigating cross-functional collaboration and managing multiple stakeholders.

About the team:

Partner Outbound Communication's (POC) vision is that all Partners receive only the most relevant, defect-free communications when and where they need them. We recognize Partner attention as a precious resource and focus on delivering communications that directly influence their success. While we empower builders through intuitive tooling and clear guidance, we also act as the governing body by providing quality and volume controls to ensure Partner attention is optimized. Our technology serves as the foundational platform for all Partner communications, providing essential building blocks for creating exceptional experiences across both SP and non-SP segments.