Senior Program Manager, Alexa 3P Quality & Experiences

Amazon Alexa is changing how people interact with technology. Alexa+ connects customers to third-party services—booking rides, reserving restaurants, planning travel—through natural voice conversations powered by large language models. Behind every seamless interaction is a quality operation ensuring these experiences work as customers expect.

We're looking for a Senior Program Manager to lead quality programs across the full lifecycle of third-party experiences on Alexa+. You'll own the strategy and execution for pre-launch quality assurance and post-launch monitoring—scaling operations across new experiences, integration patterns, and international markets. You'll drive the adoption of AI-powered investigation tools, build frameworks that connect certification rigor to production quality, and establish the mechanisms that ensure third-party partners deliver experiences customers trust.

Key job responsibilities

• Own end-to-end quality program strategy spanning pre-launch certification and post-launch monitoring for third-party experiences across multiple integration patterns and international locales
• Define and operationalize quality lifecycle —establishing SOPs, SLAs, and escalation paths that scale without proportional headcount growth
• Drive adoption and accuracy improvement of AI-powered investigation tools—setting precision targets, designing audit mechanisms, and managing dependencies with tool development teams
• Build the 3P partner engagement model—defining communication protocols, fix timelines, and suppression criteria when partners fail to resolve critical defects
• Establish cross-functional mechanisms with product, engineering, science, and partner-facing teams to route defects to correct owners with actionable evidence
• Lead international expansion of quality operations—adapting processes, training teams, and validating automation accuracy across new languages and markets
• Define success metrics, track program health, and deliver quality narratives to senior leadership in weekly and monthly business reviews
• Manage workforce planning and role transitions within a fixed headcount—optimizing team composition for technical depth and multi-lingual coverage

A day in the life Your primary focus is making sure third-party experiences on Alexa+ work for customers—across every launch phase, integration type, and market. You review quality dashboards to understand where the biggest customer problems are right now. You will be designing solutions and aligning with UX, Product and Engineering teams on how to improve CX across multiple experiences.

You're operating at the strategic layer. You're preparing the quality narrative for a leadership review—structured as: here's the status, here's what changed, here's why, here's what we need. Beyond the routine, you'll shape how quality scales as Alexa+ expands to new partners, new countries, and new ways of integrating. You own the frameworks that make a small team operate at the scope of a large one.