Senior Program Manager
Technology, Data & Digital · Software & Web Development · Software Engineering · Project Management
In short
We are seeking a Senior Program Manager to lead high-impact, cross-functional programs within OTS Service Desk, operating across a global ecosystem. This role owns the end-to-end program lifecycle, driving operational excellence and customer experience outcomes. Requires strong analytical skills, experience managing global stakeholders, and delivering results in fast-paced IT support environments.
Responsibilities
- Own end-to-end lifecycle of global SD programs — from scoping problems to driving execution and delivering measurable outcomes across AMER, APAC, EU, and LATAM.
- Partner with Operations, Product, TPM, and Field Engineering leaders to align priorities, negotiate resource allocation, and drive shared accountability across matrixed teams.
- Identify systemic gaps in service delivery, remote resolvability, and workforce planning — designing scalable mechanisms to improve efficiency and customer experience.
- Lead SD readiness for large-scale technology rollouts and migrations, ensuring forecasting accuracy, self-serve deflection, and operational hard stops are aligned to protect capacity.
- Own executive reporting, business reviews, and program narratives connecting operational metrics to strategic outcomes.
- Drive CSAT/DSAT analysis, root cause investigations, and corrective actions in partnership with Training and Quality teams.
- Champion continuous improvement through automation adoption, process redesign, and structured training programs that build a skilled, peak-ready global workforce.
- Build and sustain governance mechanisms — WBRs, MBRs, and program trackers — ensuring transparency and accountability.
- Proactively identify risks, escalate decisively, and hold cross-functional partners accountable while maintaining trust.
- Leverage data and trend analysis to inform strategy, prioritize investments, and build compelling business cases for leadership.
Requirements
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience managing global stakeholder landscapes (L6–L8)
- Experience navigating matrixed organizations
- Experience delivering results in fast-paced, high-volume IT support environments
- 7+ years of program management experience
- Strong analytical skills
- Exceptional written and verbal communication
- Demonstrated ability to earn trust, influence senior leaders, and deliver results at scale in ambiguous, high-stakes environments
Desired 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
Benefits
- 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.
#program management#IT support#global operations#stakeholder management#process improvement
Company
Amazon
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Bengaluru, India
Qualification
Master, Bachelor, Undergraduate
Applicants
Be an early applicant