On the tester journey, you will own the communications that guide testers from activation through completion. You will build and maintain the communications plans and templates that keep testers informed, motivated, and on track at each stage of their journey, and you will tune messaging to lift participation and reduce drop-off.
On Slack and through email, you will be the first line of support for testers. You will own operational and enablement issues—app distribution, provisioning problems, and login credentials—resolving them quickly to keep testers unblocked while also initiating AI-led first level triage and bug reporting for any hardware or software issues
On Voice of the Tester, you will run a continuous improvement loop to improve the test experience. You will capture, synthesize, and address tester feedback, surface recurring pain points and opportunities, and drive changes to homework, communications, and support that measurably improve the tester experience over time.
Success in this role comes from strong operational execution, attention to detail, clear and empathetic communication, and the ability to coordinate many moving parts without dropping any. You will define and track the metrics that show tester quality and engagement are healthy—homework completion and quality, tester engagement and retention, and time-to-resolution on support issues —and you will continuously tighten processes as the program scales into new territories.
The ideal candidate is a highly organized program manager who is comfortable owning operational details end to end, communicates clearly with both testers and partner teams, and thrives in a fast-moving, ambiguous environment. You are energized by interacting with customers and delivering high-quality experiences.
Export Control Requirement
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
3+ years of program or project management experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Experience using data and metrics to determine and drive improvements
Experience working cross functionally with tech and non-tech teams
3+ years of driving end to end delivery, and communicating results to senior leadership experience
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Redmond - 82,700.00 - 129,800.00 USD annually
