Technical Program Manager, Trust Incident Response, Devices & Services Trust & Privacy (DSTP)

Are you passionate about customer trust and privacy! Come join the Devices and Services Trust and Privacy (DSTP) team and help create new incident response processes and mechanisms to safeguard and elevate customer trust and safety across a portfolio of 30+ devices and services. We're looking for a talented Technical Program Manager who can help DSTP meet its vision to deliver Earth's most trusted devices and services by partnering with cross-functional teams to guide, verify, and build trustworthy customer experiences while adhering to global and emerging regulatory standards, and internal sensitive content policies.

As a Technical Program Manager for Trust Incident Response, you'll help establish standardized processes for managing trust incidents across our AI platform and services, ensuring rapid response and thorough remediation of customer trust and safety issues.

Key job responsibilities

Execute and improve sensitive content and trust incident management processes, addressing challenges of fragmented ownership and inconsistent handling

Coordinate inspection and testing of incident fixes across platforms, ensuring thorough validation before deployment

Implement and maintain standard procedures for root cause analysis, ensuring comprehensive documentation and follow-through

Develop and manage consolidated escalation reporting systems, creating single source of truth for all trust incidents

Partner with builders to validate fixes and track remediation efforts

Coordinate with PR and communications teams to support rapid response to media inquiries

Monitor fix effectiveness and identify trends requiring systematic solutions

Support cross-platform incident management to ensure consistent issue handling across our platforms

A day in the life

This is a cross-functional role where you will work directly with Policy, Legal, PR, Customer Service, Engineers, and Product Managers to ensure swift and effective handling of trust incidents. This includes coordinating fix validation, maintaining incident documentation, preparing consolidated reports, and helping establish standardized processes for incident management. You'll use data and operational metrics to track progress and identify areas for process improvement. You should be comfortable working in a fast-paced, rapidly evolving environment with fast delivery time, rapid iteration, and data-driven decision-making.

About the team

This role is part of the newly established Trust Incident Management team within DSTP, focused on streamlining incident response processes and ensuring consistent handling of trust issues across our AI platforms. We're building robust processes to address current challenges in incident management while preparing for increased scrutiny of AI safety and appropriateness.

Basic Qualifications

Bachelor's degree in engineering, computer science or equivalent

3+ years of technical product or program management experience

2+ years of software development experience

3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

Experience managing programs across cross functional teams, building processes and coordinating release schedules

Experience building and evaluating system-level technical design

Experience with incident management or similar operational processes with strong process development and documentation skills

Preferred Qualifications

3+ years of working directly with engineering teams experience

- Experience with AI/ML systems, sensitive content moderation, and trust and safety operations

- Experience creating and maintaining operational dashboards and reports

- Strong stakeholder management and communication skills

- Experience managing media or PR-sensitive incidents

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company?s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $197,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information,

please visit

https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.