At Amazon's Advertising Trust team, we're seeking a Principal Program Manager who will obsess over the advertiser experience with moderation. This role sits at the critical intersection of advertising policy, customer experience, and operational excellence, offering a unique opportunity to transform how we support our advertising partners through complex challenges.

As the driving force behind our newly established advertiser experience team, you'll spearhead the creation of a dedicated function that systematically handles executive escalations while driving long-term solutions to persistent challenges affecting our advertising partners.

You'll be a strategic partner to senior leadership, serving as the single point of accountability for high-priority advertiser escalations and systemic moderation issues. You'll collaborate with diverse teams across Amazon Advertising - from Policy and Operations to Product and Engineering - orchestrating cross-functional responses that address both immediate advertiser needs and underlying systemic gaps.

We're looking for someone who can think strategically while executing tactically. You'll need to balance the urgency of executive-level escalations with the methodical approach required to solve chronic issues like high advertiser rejections. This role requires deep understanding of advertising operations, policy frameworks, and the ability to translate complex technical challenges into clear business impact and solutions.

Key job responsibilities
• Drive end-to-end resolution of VP+ level escalations, conducting comprehensive triage, coordinating cross-functional responses, and maintaining clear accountability through to resolution
• Investigate and resolve systemic moderation challenges that lack clear ownership, implementing formal tracking and improvement programs
• Develop and maintain critical operational infrastructure including escalation tracking systems, standardized documentation processes, and performance metrics dashboards
• Prepare and deliver executive-ready documentation and analysis, providing comprehensive summaries of issues, resolutions, and preventive measures to senior leadership
• Establish clear interaction models and SLAs with existing AT teams (Operations, Policy, Product, Tech) to ensure seamless collaboration without creating coordination overhead
• Drive data-driven insights from escalation patterns to inform product roadmaps, policy refinements, and operational improvements across Amazon Ads