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

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 teams 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 Products 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.

This role steps into an environment already in motion. Two builders are actively developing next-generation intake triage and automation workflows. You will lead this program bringing the structure standardization prioritization and pace needed to move from experimentation to a scalable production-ready model. The existing team members will continue to build and operate alongside you as part of the long-term agentic operations engine.

Key job responsibilities
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 Products 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

About the team
Channel Technology and Operations is the front-line support and triage organization that keeps Amazons marketing technology ecosystem running. We dont build campaigns. We ensure the platforms pipelines and systems that marketers depend on are operational reliable and performant. When something breaks in AEM Marketo or AEP our team diagnoses it resolves it and drives the systemic fix so it doesnt break again. But were not content to stay reactive.

We are in the early stages of a fundamental transformation: moving from a reactive ticket-based support model to a proactive AI-native operating model where intelligent systems detect issues before they impact users automate triage and resolution and continuously improve system health. We already have two builders actively developing next-generation intake and automation workflows. We also partner closely with Product to support their agentic content supply chain vision ensuring that as new capabilities roll out the operational foundation is ready and marketers are equipped to adopt new ways of working. Were looking for someone who can drive this program forward with structure velocity and operational rigor.

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.
Why AWS

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Work/Life Balance
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Inclusive Team Culture

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Mentorship & Career Growth
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- 5 years of program or project management experience
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Knowledge of general AI tools

- 3 years of driving process improvements experience
- Experience designing implementing and scaling upskilling apprenticeship or workforce development programs across large-scale operations or corporate environments including forecasting workforce needs and leveraging analytics to drive program decisions
- Experience designing implementing or operating AI/automation-driven support or triage workflows (e.g. LLM-based agents orchestration frameworks decisioning engines RPA chatbot-based deflection)

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 for more information. If the country/region youre applying in isnt 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 NY New York - 127200.00 - 185000.00 USD annually
USA TX Austin - 115600.00 - 160000.00 USD annually
USA VA Arlington - 115600.00 - 160000.00 USD annually
USA WA Seattle - 115600.00 - 160000.00 USD annually

Required Experience:

Senior IC