Jobs in the United States

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BAKERY/BACKUP ASST DEPT LEADER
The Kroger Co.
Omaha, NE
Assist Department Manager in planning, organizing, training and directing Bakery Department associates; perform production and customer service functions; maximize store sales and profits.…
Added just now
CP
Academic and Research Systems Administrator - Information Technology Services
Cal Poly
CA
- $87,408 to $127,332 USD / year
Working independently under the Director of Enterprise IT Operations, this position deploys, designs, enhances, manages, documents, and maintains systems, servers, storage, and services…
Added just now
Nurse Practitioner / Physician Assistant, Primary Care
Cape Cod Healthcare
S. Yarmouth, MA
1. Under the direction of the Operations Manager and the direction of the supervising physician for patient care issues; provide annual health examinations, routine follow-up and…
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Enterprise Account Executive
Miter
San Francisco, CA
- $340,000 USD / year
…that involve real buying committees: CFOs, COOs, VPs of Field Operations, IT and payroll leadership, procurement, and legal. You will partner closely with Solutions Engineering, Launch and…
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CA
Senior Salesforce Programmer Analyst - Office of the Assessor-Recorder (1053)
City and County of San Francisco
San Francisco, CA
- $134,082 to $168,688 USD / year
Specific information regarding this recruitment process are listed below:
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Senior Purchaser (1956) - Office of Contract Administration, Office of City Administrator
City and County of San Francisco
San Francisco, CA
…classification and be selected through an open competitive process in order to be considered for permanent appointment. Provisional appointments may not exceed three (3)…
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Business Operations & Workplace Manager
Sei Labs
New York, NY
…whatever the team needs: executive support, events, people operations, finance operations, and general business operations. You’ll balance operational excellence with real hospitality, and…
Added 1 min ago
GO
Retail Team Leader- Watertown
Goodwill of the Great Plains
Watertown, SD
- $16.97 USD / hour
Oversee store operations in absence of manager and assistant manager and report to them any issues that arise
Added 1 min ago
Manager 2, Finance
Easter Seals Southern California, Inc.
Ontario, CA
…and lead a team to maintain efficient and accurate financial operations. Work closely with clinical, administrative, and executive teams to ensure the financial health and sustainability of…
Added 1 min ago
POS Coordinator (onsite)
Arrow International, Inc.
Cleveland, OH
Escalate issues that need a decision to Operations Manager with the context and recommended options, not just the problem
Added 1 min ago
Assistant Property Manager
AGPM Michigan LLC
Brownstown, MI
Must have tax credit (LIHTC) and Section 8 experience · Must have strong knowledge of affordable housing programs and requirements
Added 1 min ago
Manager, Production
General Dynamics Ordnance & Tactical Systems
Crawfordville, FL
Must have any type of one direct report or more
Added 1 min ago
EB
Recruiter
Evidence Based Associates
Remote, United States
- $72,000 to $76,000 USD / year
Metrics & Process Improvement: Report metrics such as time-to-fill, time-to-submit, pipeline health, interview activity, source effectiveness, offer acceptance, and hiring manager and…
Added 1 min ago
EB
Recruiter
Evidence Based Associates
Remote, United States
- $72,000 to $76,000 USD / year
Metrics & Process Improvement: Report metrics such as time-to-fill, time-to-submit, pipeline health, interview activity, source effectiveness, offer acceptance, and hiring manager and…
Added 1 min ago
EB
Recruiter
Evidence Based Associates
Remote, United States
- $72,000 to $76,000 USD / year
Metrics & Process Improvement: Report metrics such as time-to-fill, time-to-submit, pipeline health, interview activity, source effectiveness, offer acceptance, and hiring manager and…
Added 2 mins ago
CH
Manager, Clinical Escalations
Cohere Health
United States
- $116,000 to $125,000 USD / year
We are seeking a Manager, Clinical Escalations to join our Clinical Process and Standards team. In this role, you will build and lead Cohere Health's Escalations Program within Clinical…
Added 2 mins ago
Senior Digital Buildings Engineer
Facility Performance Consulting Limited
San Francisco Bay Area
…effective communication to support smart, data-driven building…
Added 2 mins ago
T
Travel RN - Manager / Director
TotalMed
Ottumwa, IA
- $2,153.24 USD / week
The ideal candidate must have at least 3-5 years of clinical experience and at least 1 year as an RN Director/Manager
Added 2 mins ago
Senior Project Manager
Suffolk
New York, NY
The Senior Project Manager is responsible for all project administration including all contractual requirements, agreements with trade partners, purchase orders, and risk management. This…
Added 2 mins ago
Assistant Project Manager
Suffolk
Las Vegas, NV
Candidate must possess Suffolk’s Core Values: Passion, Integrity, Hard Work, Professionalism, and Caring
Added 2 mins ago
Superintendent
Suffolk
Las Vegas, NV
Must possess effective communication skills
Added 2 mins ago
Project Manager
Suffolk
Las Vegas, NV
Candidate must possess Suffolk’s Core Values: Passion, Integrity, Hard Work, Professionalism, and Caring
Added 2 mins ago
Floor Manager
Barcade Llc
New York, NY
At Barcade®, Floor Managers support the General Manager and Assistant General Manager in overseeing daily operations and service. They represent and promote the Barcade® brand by being…
Added 2 mins ago
A
Operations Regulatory Compliance Specialist
Allegiant
Las Vegas, NV
- $65,000 to $82,000 USD / year
Operations Regulatory Compliance Specialists play a critical role in ensuring Allegiant remains continually aligned with regulatory requirements. This position reports to the Manager of…
Added 3 mins ago
AB
Manager, Supply Chain EP
Aspen Brand
East Providence, RI
- $120,000 to $135,000 USD / year
The Supply Chain Manager owns the EP site supply chain from the approved demand plan through material procurement, production scheduling, inventory control, warehousing and delivery. The…

Amazon.com Services LLC

Sr. Product Manager - Tech, OpsTech Solutions, OTS Delivery Software Engineering (DSE)

Austin, TX, United States
Nashville, TN, United States
Bellevue, WA, United States

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Job details

Experience: 5+ years of technical product or program management experience
Posting language: English
Posted: Nov 10, 2026

Original job description

Every Amazon package that ships, every grocery order that is fulfilled, and every associate who needs IT help depends on technology our teams keep running. Amazon's OpsTech Solutions (OTS) is the IT operations and infrastructure organization for all of Amazon Worldwide Operations, including Worldwide Grocery Stores (WWGS), delivering reliable technology to more than one million associates and operators across every geography. OTS is transforming from reactive support to proactive, prescriptive, AI-powered service delivery, and ServiceNow is the platform where that work happens.

What this role is: You will own the product strategy for the OTS Incident Management Platform (ITSM), the core system of record and orchestration layer for how the organization receives, records, routes, and resolves work. Every requester contact, Service Desk interaction, and Field IT task flows through the incident record you own. You decide what gets built, what gets retired, and how ITSM becomes the foundation that the rest of the OTS product portfolio plugs into.

Our team is organized around three questions that apply to every persona we serve: How does someone ask for help? How does the organization receive and organize that work? How does the work get resolved? This role owns the center of that model. Your peers own the requester front door (OneSupportHub and Virtual Agent), Service Desk Workforce Optimization, AI resolution intelligence (OTS Assist and PathFinder), and Field IT productivity. ITSM is where all of those come together on a single record, so the decisions you make shape how well every adjacent product works.

The opportunity is to move ITSM from a place where fulfillers log work to a platform that actively guides it. Today, Service Desk fulfillers and Field IT technicians lose time to platform friction and assemble each resolution themselves from memory and scattered knowledge. You will turn ITSM into the orchestrator that brings AI-generated resolution plans, validated data, and trusted knowledge into the fulfiller's workflow, so the right next step is the obvious one. Your customers are Service Desk fulfillers, Field IT technicians and managers, knowledge authors, and the engineers who integrate other services with the incident record.

Key Highlights

Own the product strategy and roadmap for the OTS Incident Management Platform (ITSM), the system of record and orchestration layer for OTS work.
Drive the reactive-to-prescriptive transformation by making ITSM the place where AI-generated resolution plans become the default way to work an incident.
Lead Knowledge Base improvements so content is easy to find, trustworthy, and measured.
Work at the center of a product team whose adjacent products (intake, routing, workforce optimization, AI resolution) all depend on your platform.

Key job responsibilities

Define and own a multi-year product vision and roadmap for ITSM, covering incident and task management, orchestration and validation, ITSM user experience, and Knowledge Management.
Act as the voice of the customer for Service Desk and Field IT, using shadowing, feedback, and operational data to translate real workflow friction into prioritized requirements.
Partner with the AI resolution product team to deliver prescriptive, guided resolution on the incident record, and own the fulfiller-facing experience and its adoption.
Set clear ownership boundaries and integration contracts between ITSM and adjacent products (intake, routing, workforce optimization, AI agents) so teams build on the platform rather than around it.
Partner with engineering leaders to shape platform architecture, drive build-vs-configure-vs-buy decisions on ServiceNow, and manage platform health and technical debt.
Establish north-star and adoption metrics for the platform (e.g., handle time, resolution-plan adoption, documentation quality, knowledge reuse) and report on them through Monthly and Quarterly Business Reviews.
Contribute to annual planning mechanisms (OP1/OP2) with clear, well-reasoned investment proposals, and maintain mechanisms to continuously capture voice of the customer.

A day in the life Your day moves between the floor and the roadmap. You might start by shadowing IT technicians to see where a knowledge article pulls them off a ticket or where a chat times out mid-conversation, then turn those observations into user stories with your engineering partners. Midday, you join an architecture discussion on how AI-generated resolution plans write back to the incident record and where that boundary sits with the AI team. In the afternoon, you review adoption metrics, make prioritization trade-offs with stakeholders across the IT organization, and draft a strategy narrative or OP2 investment proposal for senior review.

About the team The ServiceNow Product Management team builds the products that are the backbone of OTS operations. Amazon employees, Service Desk agents, and Field IT technicians rely on these ServiceNow experiences to complete their work every day. The team is a group of Product Managers, each owning one clear product space so they can go deep instead of switching between unrelated problems, supported by a dedicated UX designer. Your engineering counterparts sit within the same larger organization, and your primary stakeholders are the Service Desk and Field IT organizations.

Basic qualifications

Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience contributing to engineering discussions around technology decisions and strategy related to a product
Experience managing technical products or online services
Bachelor's degree
5+ years of technical product or program management experience Preferred qualifications
Experience in building and driving adoption of new tools
MBA
Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
Experience bridging technical and business teams to collect and refine requirements, prioritize incoming work requests, and ensure all committed work is delivered on time
Experience with AWS technologies like Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions
Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage

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 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.

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 https://amazon.jobs/en/benefits.

USA, TN, Nashville - 143,700.00 - 194,300.00 USD annually USA, TX, Austin - 151,200.00 - 204,600.00 USD annually USA, WA, Bellevue - 151,200.00 - 204,600.00 USD annually

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More about this job

Skills

ServiceNow
IT service management
Workflow
Documentation
Prioritization
Program management
Reporting
AWS
Amazon Redshift
EMR
Identity and access management
ML
Google Analytics
Recruitment
Mental health

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Work requirements

Jobs in the United States