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

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

Job :  | Amazon Web Services, Inc.

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. 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.

In the near term, you will deconstruct legacy support workflows and rebuild them into intelligent, system‑led processes where AI agents handle intake, classification, diagnosis, routing, and, where possible, resolution without human intervention. You will shift the support model toward proactive detection and prevention, using signals, telemetry, and agent‑driven monitoring to surface and resolve issues before they reach end users. As the program matures, you and the team will operate and continuously improve these agentic systems as the steady‑state way the organization runs.

You will partner closely with Product and Engineering to ensure agentic capabilities are reliable in production, while also supporting Product’s agentic content supply chain journey by providing operational readiness and front‑line feedback. You will lead change management efforts to transition marketers from legacy workflows to new agentic ways of working, ensuring adoption is smooth, well‑supported, and sustained.

• 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.

Channel Technology and Operations is the front‑line support and triage organization that keeps Amazon’s marketing technology ecosystem running. We diagnose, resolve, and drive systemic fixes for issues in AEM, Marketo, and AEP, ensuring the platforms are operational, reliable, and performant. The team is moving from a reactive, ticket‑based model to a proactive, AI‑native operating model, and the Senior PM will drive this transformation.

• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Advanced knowledge of Excel (pivot tables, VLOOKUPs) and SQL.
• 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.
• 3+ years of driving process improvements.
• 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.