Sr. Program Manager, Ops Tech Solutions Delivery, Ops Tech Solutions Delivery

Join the Global Workforce Management (GWM) team as a Sr. Program Manager where you will shape how Amazon plans and optimizes workforce operations across global field teams.

The Global Workforce Management team develops and maintains a unified, data-driven approach to predict demand volume and staffing scenarios. As a Program Manager in this role, you will implement workforce planning processes that complement Service Desk forecasting, create comprehensive documentation and training materials, and support strategic workforce planning initiatives that enable better operational decisions across global regions.

In this position, you will collaborate with the Workforce Planning Lead and cross-functional teams to translate complex operational requirements into clear, actionable processes. Your work will include documenting methodologies, gathering stakeholder requirements, preparing business reviews, and identifying opportunities for process improvements that enhance workforce planning effectiveness.

In this role you understand, utilize and share program-management best practices to:

• Own delivery of cross organization initiatives,
• Assist in developing and leading organization roadmaps,
• Drive efficiency in processes,
• Deliver on goals.

As a Sr. Program Manager, you will:

• Partner with strong technical leaders to drive the long-term vision of the organization,
• Understand the significant business problems, automation limitations, scaling factors, boundary conditions, and reasons behind leadership decisions,
• Streamline and/or eliminate excess process
• Influence teams to decouple from dependencies and eliminate problems that stifle innovation or cause user dissatisfaction,
• Demonstrate good judgment in how and when to escalate,
• Be data-driven, regularly review metrics, and proactively seek out new and improved data/mechanisms for visibility,
• Ensure your programs stay aligned with organizational objectives and goals,
• Ensure stakeholder needs are aligned, while driving mindful discussions that lead to crisp decisions.
• Partner with customers, internal/external teams, and/or engineering teams to determine what projects move forward and in what priority order,
• Write effective narratives, program updates, and present them effectively to stakeholders and leadership,
• Create plans that have clear, measurable success criteria and return on investment,
• Oversee the gap between teams, processes, and systems,
• Solve ambiguous problems and proactively identify and mitigate risks,
• Drive continuous improvement activities for the organization and use mechanisms to ensure the sustainability of the solutions you implement This Sr Program Manager will use leadership skills to facilitate and guide the application of Lean Six Sigma & other quality methods across an organization. This leader will be a change agent and influence without authority in a highly customer-centric environment. You will participate in the exchange and promotion of continuous improvement best practices as well as influence and train organizational members in lean process thinking and the application of continuous improvement tools.

Key job responsibilities

• Problem Management
• Own the in-take processes
• Organize existing/new projects and programs
• Drive adoption, compliance, and customer satisfaction
• Create, communicate, and update stakeholders on progress
• Write effective narratives, roadmaps, and plans
• Delivery of programs, projects, and tasks within scope and on time
• Collaborate with business leaders at all levels to build and manage a large scale program
• Establish a comprehensive set of metrics to measure the impact of our programs
• Drive cross-functional strategic initiatives to continuously improve the customer experience
• Work-cross functionally to identify and build best practices and process improvements
• Drive cross-functional projects to support new strategic initiatives and business opportunities for the organization

[i]This role may include 5% travel, domestic and international, dependent upon business need.

This role is open to other physical locations.

A day in the life

• Lead and support high impact Lean Six Sigma projects (DMAIC, DFSS, Kaizen, FMEA, etc.)
• Drive continuous improvement mechanisms to prioritize and execute discovery opportunities
• Identify and capture KPIs to measure process quality and productivity, providing meaningful feedback to the technology and business teams, and identify opportunities for process improvement
• Champion Standard Work based on Lean principles and dive deep to understand variations
• Raise field teams’ ability to develop and execute daily, weekly, and monthly action plans that positively impact quality and customer experience
• Lead and support process improvement projects at the network level that may have a global impact
• Maintain strong relationships with key partners and stakeholders across the organization

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.

The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you!

At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team The Global Workforce Management (GWM) team is dedicated to developing and maintaining unified, data-driven approaches that predict demand volume and staffing scenarios for Operations Technology Solutions across global regions. The team's work directly supports strategic planning and operational decisions that impact Amazon's fulfillment network worldwide.

The team culture emphasizes collaboration, data-driven decision making, and continuous improvement. Team members work across time zones and organizational boundaries to deliver solutions that scale globally. The environment encourages innovation in process optimization and values technical program managers who can bridge the gap between complex technical systems and business objectives. The team supports professional growth through exposure to diverse technical challenges and opportunities to influence organizational strategy. Basic qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Business writing skills, experience with MBRs, QBRs, one pagers and all Amazon Business writing documentation Preferred qualifications
• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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 - 104,100.00 - 155,400.00 USD annually USA, TX, Austin - 115,600.00 - 160,000.00 USD annually