Program Manager II, Service Delivery Standard Work

At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon CS’ frontline teams to deliver seamless, consistent, convenient, and delightful customer service to all our customers across every interaction.
We are looking for a Program Manager to join the Service Delivery organization’s associate empowerment team for associate-facing products. This role is responsible for owning the programmatic charter to support associate-facing product roadmaps and strategy across multiple Tech teams. You will partner with Tech teams to evaluate and improve existing tooling, define and design the end-to-end experience of associate-facing tools, and test and implement tools and AI capabilities across one of the largest customer service operations globally. You will work backward from associate pain points, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale. You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on the associate experience.
The ideal candidate combines strong product and program management capabilities, business acumen in operations and product sense with deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing narratives for new concepts, and influencing without authority to align cross-functional teams on a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering programs smoothly, ideally in an operational or technical environment. Disrupting the status quo by challenging mental models, organizational focus, and technology will be part of your day to day.

This role can be located in Hyderabad.

Key job responsibilities
- Own the programmatic charter for Service Delivery for associate and frontline leader facing products
- Contribute to creation of product requirements (PRFAQs, BRDs, user stories) working backward from associates’ needs for both new launches and existing experience improvements. Collaborate with Tech to create operational plans, roadmaps and vision docs for AC3 and Inspire
- Own user acceptance testing (UAT) and incubation management. Define and own success metrics and KPIs; use data to measure launch success and ongoing experience health, informing roadmap prioritization
- Drive framework and mechanisms on AC3 bug/issue management & resolution
- Evaluate existing associate experiences using data and VoA insights to identify gaps, define improvement opportunities, and prioritize investments
- Partner with Tech, UX design, data science, and operations teams to deliver product features from concept through launch and iteration. Create frameworks to help Tech stakeholders raise the bar on the associate experience.
- Influence and alignment of senior leadership and cross-functional stakeholders on product direction through compelling narratives and data-driven recommendations

About the team
Our global program team owns Standard Work and Associate Empowerment for Amazon Customer Service. Spread across the globe, we support our operations through tooling, frameworks and standard processes that help us deliver consistently amazing customer experiences.

Basic qualifications

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience delivering cross functional projects
- Experience working cross functionally with tech and non-tech teams
- Experience with product and feature delivery, incl testing and change management

Preferred qualifications

- Experience implementing repeatable processes and driving automation or standardization
- Experience owning technology products
- Experience influencing leadership through data driven insights

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