Description
At Amazon's Community Moderation team, we shape how hundreds of millions of customers discover, evaluate, and trust products globally.
We build and protect customer trust across Amazon's Social and Community features — Customer Reviews, Questions & Answers, and Customer Profiles. Our work directly drives long-term customer engagement by ensuring the integrity of user-generated content at massive scale. The challenge is real: balancing openness with trust across billions of interactions, and the impact is felt by every Amazon customer.
As a Program Manager on our team, you will own the design, launch, and optimization of programs that protect and enhance the customer experience. You will lead medium-to-large initiatives end-to-end — from identifying opportunities through data analysis, to building scalable solutions, to measuring outcomes. You'll partner directly with Operations, Engineering, Science, and Business teams to drive automation and innovation that shapes how customers interact with community content on Amazon.
This role is for someone who thrives on ambiguity in a technical environment, moves fast with data, and builds for scale. You bring customer obsession, creative problem-solving, and the ability to influence without authority across technical and non-technical stakeholders. You'll operate in a high-velocity environment where your ability to dive deep, simplify complexity, and deliver measurable results will define your success.
Key job responsibilities
- Serve as point of contact between Moderation Tech and Science teams and Operations for systems improvements.
- Work with communities and content owner teams to create new and update existing guidelines based on new project launches and quality alignment.
- Work with client teams to gather forecasts, dive deep and understand forecast anomalies and communicate results to stakeholders.
- Work with Communities to gather and prioritize business cases to improve manual and automated moderation.
- Work with Product Manager to prioritize initiatives and new feature requests.
- Safeguard Moderation performance metrics and conduct root cause analysis when missed using data sources such as QuickSights, Hubble and Heartbeat.
A day in the life
As a Program Manager, you will build collaborative relationships with partners across the company as well as external customers to manage workflows and drive improvements. This collaboration includes working with product managers and stakeholders to ensure that customer provided content adheres to our guidelines and policies and managing the operational processes used to safeguard this trust. You will define policies and procedures, and partner with Communities to make sure content adheres to our guidelines.
About the team
Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms and scalable platform services to have a cross-org impact every day. We evaluate user research, customer experience knowledge, data, and cross-Amazon Moderation expertise to ensure other teams think about customer trust.
Our team is based in Berlin, Germany. Home to renowned universities, research institutes, orchestras, museums and celebrities, as well as host of sporting events, it’s a world centre for culture, politics, media and science too. Not surprisingly, Berlin is also a popular tourist destination. Here you can make the most of a wealth of diverse festivals, architecture, nightlife and contemporary arts, along with strong transport networks and a high quality of living.
Inclusive Team Culture
Here at Amazon, we embrace our differences and are committed to furthering our culture of inclusion. We offer 13 employee-led affinity groups with 190 global chapters. Some examples include the Amazon Women in Engineering (AWE), People with Disabilities (PwD) and Mental Health and Well-Being (MHW) at Amazon. We host frequent learning experiences to ensure DEI is consistently treated as a priority. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace, and take steps to ensure employees have a sense of belonging, value, and opportunity.
Our team is dedicated to supporting you with mentorship and pathways for ongoing development.
We have a broad mix of experience levels and tenures, and are building an environment that celebrates knowledge sharing and promotes career choice. The perks of being an Amazon employee don't stop at collaborating with great people on exciting and innovative projects. Amazon’s benefits support the needs of our diverse workforce and their family members, no matter what stage they’re at in their life or career.
We build and protect customer trust across Amazon's Social and Community features — Customer Reviews, Questions & Answers, and Customer Profiles. Our work directly drives long-term customer engagement by ensuring the integrity of user-generated content at massive scale. The challenge is real: balancing openness with trust across billions of interactions, and the impact is felt by every Amazon customer.
As a Program Manager on our team, you will own the design, launch, and optimization of programs that protect and enhance the customer experience. You will lead medium-to-large initiatives end-to-end — from identifying opportunities through data analysis, to building scalable solutions, to measuring outcomes. You'll partner directly with Operations, Engineering, Science, and Business teams to drive automation and innovation that shapes how customers interact with community content on Amazon.
This role is for someone who thrives on ambiguity in a technical environment, moves fast with data, and builds for scale. You bring customer obsession, creative problem-solving, and the ability to influence without authority across technical and non-technical stakeholders. You'll operate in a high-velocity environment where your ability to dive deep, simplify complexity, and deliver measurable results will define your success.
Key job responsibilities
- Serve as point of contact between Moderation Tech and Science teams and Operations for systems improvements.
- Work with communities and content owner teams to create new and update existing guidelines based on new project launches and quality alignment.
- Work with client teams to gather forecasts, dive deep and understand forecast anomalies and communicate results to stakeholders.
- Work with Communities to gather and prioritize business cases to improve manual and automated moderation.
- Work with Product Manager to prioritize initiatives and new feature requests.
- Safeguard Moderation performance metrics and conduct root cause analysis when missed using data sources such as QuickSights, Hubble and Heartbeat.
A day in the life
As a Program Manager, you will build collaborative relationships with partners across the company as well as external customers to manage workflows and drive improvements. This collaboration includes working with product managers and stakeholders to ensure that customer provided content adheres to our guidelines and policies and managing the operational processes used to safeguard this trust. You will define policies and procedures, and partner with Communities to make sure content adheres to our guidelines.
About the team
Our team is passionate about human motivation and behavior and uses machine learning, classification algorithms and scalable platform services to have a cross-org impact every day. We evaluate user research, customer experience knowledge, data, and cross-Amazon Moderation expertise to ensure other teams think about customer trust.
Our team is based in Berlin, Germany. Home to renowned universities, research institutes, orchestras, museums and celebrities, as well as host of sporting events, it’s a world centre for culture, politics, media and science too. Not surprisingly, Berlin is also a popular tourist destination. Here you can make the most of a wealth of diverse festivals, architecture, nightlife and contemporary arts, along with strong transport networks and a high quality of living.
Inclusive Team Culture
Here at Amazon, we embrace our differences and are committed to furthering our culture of inclusion. We offer 13 employee-led affinity groups with 190 global chapters. Some examples include the Amazon Women in Engineering (AWE), People with Disabilities (PwD) and Mental Health and Well-Being (MHW) at Amazon. We host frequent learning experiences to ensure DEI is consistently treated as a priority. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace, and take steps to ensure employees have a sense of belonging, value, and opportunity.
Our team is dedicated to supporting you with mentorship and pathways for ongoing development.
We have a broad mix of experience levels and tenures, and are building an environment that celebrates knowledge sharing and promotes career choice. The perks of being an Amazon employee don't stop at collaborating with great people on exciting and innovative projects. Amazon’s benefits support the needs of our diverse workforce and their family members, no matter what stage they’re at in their life or career.
Basic Qualifications
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience in program or project management
- Experience working cross functionally with tech and non-tech teams
- Experience in defining and implementing process improvement initiatives using data and metrics
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
- Experience in driving end to end delivery, and communicating results to senior leadership
- Experience leading 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 opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
m/w/d
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.
- Experience leading 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 opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
m/w/d
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.