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 team's 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 Product's 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 Product's 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 Amazon's marketing technology ecosystem running. We don't 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 doesn't break again. But we're 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. We're looking for someone who can drive this program forward with structure, velocity, and operational rigor.
Diverse Experiences
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