Description Program Manager to lead one of the verticals within the GO-AI Operations Support Center (OSC). This role oversees a team of 300+ OSC experts, driving excellence in Standard Operating Procedures (SOPs), audit frameworks, and annotation quality to support AI/ML models. Key job responsibilities Strategic Leadership Lead program and change management initiatives for OSC operations Develop and implement strategies to enhance SOP management, training, and audit processes Drive SLA metrics for accuracy, program onboarding, and customer experience Program Management Evaluate and prioritize new annotation program requests based on risk analysis Design and implement robust sampling methodologies for various audit types Monitor OSC program health through KPI tracking and improvement initiatives Generate insights for process automation and Gen-AI implementation Stakeholder Management Partner with internal/external stakeholders on SOPs, audits, and training processes Present findings and recommendations to senior leadership Manage executive customer relationships and key business stakeholders Team Leadership Lead and develop a high-performing team of 300+ professionals Drive continuous improvement and innovation in OSC processes Implement training initiatives for team upskilling About the team The GO-AI team provides augmented learning in the Machine Learning pipeline for Amazon Robotic Fulfillment Centers globally. We deliver Near Real Time-Human in the Loop (NRT-HITL) solutions requiring high cognitive ability through annotation workforce management and specialized central teams, supporting programs like Nike, CPEX, ADAR, and other Fulfillment Technology initiatives. Basic Qualifications - MBA - PMP certificate - 7+ years of team management experience - 7+ years of program or project management experience - Experience defining program requirements and using data and metrics to determine improvements - 10 + Experience in annotations, training, audits, or operations Preferred Qualifications Previous experience leading teams that provide annotations for AI/ML Previous experience of working in ACES/Training/ICQA in Amazon Fulfillment Centers Previos experience leading Quality Assurance teams 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.