Role Overview

The Senior Manager, AT Quality & Support Operations will define and execute the global vision for Ad moderation and relevance quality, driving audit excellence, defect reduction, and advertiser experience improvement across all AT workflows. The role combines deep operational leadership, quality management, and data-driven problem-solving to ensure policy accuracy, process reliability, and superior customer outcomes for advertisers and shoppers.
This leader will oversee end-to-end quality governance across human and machine judgment systems, while also owning the support operations charter focused on reducing advertiser appeals, improving resolution times, and eliminating customer-facing defects through scalable and durable solutions.

Key Responsibilities

Quality Leadership & Vision

Define and execute the global quality strategy for AT, encompassing audit, compliance, and defect remediation for Ad moderation and relevance workflows.
Establish scalable audit mechanisms across 24+ machine components (e.g., Decision Maker, Content Matching Service,



Trusted Advertiser Program) and human-labeled workflows, ensuring quality at scale with optimized cost structures.
Redesign quality frameworks to align with AT’s directional shift toward machine labeling, translation-based workflows, automation, and Ad Program Agnostic Architecture (APAA).

Operational Excellence & Defect Reduction

Drive measurable improvements in customer-facing defect reduction (DAV-1K) targeting YoY improvement and DAV-1K Lead data-driven defect detection and remediation programs, including programmatic scans and audit insights for policy enforcement accuracy.
Partner with Product, Policy, Engineering, and Science to translate audit findings into durable system and policy improvements, reducing long-term defect recurrence.

Support Operations & Advertiser Experience

Serve as the single-threaded owner for all Advertiser Appeals, Customer Andons, and Ad Feedback processes within AT Opera

📌 Sr Manager, Ad Programs, Ads Trust (Bengaluru)
🏢 Amazon
📍 Bengaluru