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Senior Program Manager

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Projektledning

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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.

Ansvarsområden

  • 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.

Krav

  • 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

Önskade kvalifikationer

  • 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

Förmåner

  • 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
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Företag

Amazon

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Bengaluru, India

Kvalifikation

Masterexamen, Kandidatexamen, Grundnivå

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