Program Manager II QA testing Account, Rufus and Alexa Ops

This role will work cross-functionally with Product, Engineering, and Program teams to ensure QA readiness, stakeholder visibility, and continuous process improvement. The ideal candidate is highly organized, data-driven, comfortable operating in ambiguity, and relentlessly focused on delivering results.

Key job responsibilities

• Own stakeholder management for assigned business lines — serve as primary QA coordination point, manage expectations, provide status updates, and drive alignment
• Manage the bug intake pipeline end-to-end: triage, categorize, prioritize, and route defects; ensure tickets are SLA-compliant, well-documented, and properly closed
• Drive bug verification workflows, ensuring defects are validated and reproducible before escalation to engineering
• Generate weekly/monthly QA reports for leadership covering defect trends, escape rates, test coverage, and cycle time metrics
• Analyze data to surface systemic gaps, recurring patterns, and areas of risk across supported business lines
• Build and maintain dashboards providing real-time visibility into QA health and program readiness
• Proactively identify gaps in test coverage, process adherence, and handoffs; recommend and implement improvements
• Support launch readiness, ad-hoc testing programs, and peak event preparations through capacity tracking and milestone coordination
• Document and standardize SOPs for QA account management processes
• Contribute to WBR/MBR content and drive operational review discussions for QA metrics

About the team

Optima team in Rufus and Alexa Shopping Org strives to become the most reliable source for dataset generation and annotations. We work in collaboration with Shopping feature teams to enhance customer experience (CX) quality across shopping features, devices, and locales. Our primary focus lies in handling annotations for training, measuring, and improving Artificial Intelligence (AI) and Large Language Models (LLMs), enabling Amazon to deliver a superior shopping experience to customers worldwide. Our mission is to empower Amazon's LLMs through Reinforcement Learning from Human Feedback (RLHF) across various categories at high speed. We aspire to provide an end-to-end data solution for the LLM lifecycle, leveraging cutting-edge technology alongside our operational excellence. By joining us, you will play a pivotal role in shaping the future of the shopping experience for customers worldwide.