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Description

At Amazon, our mission is to be the most customer-centric company on Earth. To get there, we need exceptionally talented, bright, and driven people. Operations Technology Solutions organization (OTS), with an unparalleled scope, is part of Amazon’s WW Operations & Robotics team.

We design, deploy and support IT infrastructure, devices and Services across Amazon’s Global Fulfillment Centers, Transportation (Middle Mile, Last Mile & Logistics), and Specialty Customer Solutions (Amazon Fresh, Prime Now, Lockers, Pantry, Campus, and Prime Air). Our customers range from Amazon lockers to Amazon’s Air Hubs.

OTS seeks an experienced Principal Program Manager to drive our strategic initiatives.

- You will lead our cross-vertical operating plans and own critical business reviews (OP1, OP2, QBRs, MBRs).

- This role demands a strategic leader who will develop organization-wide customer engagement plans, business metrics, streamline processes, and deliver measurable results.

- Working with cross-functional teams, you will guide strategic execution and foster continuous improvement.

- Success requires strong customer engagement, analytical thinking, exceptional communication skills, and proven ability to drive results in fast-paced environments.

If you excel at turning complex data into actionable insights and building high-performing teams, join us in shaping OTS's future.

Key job responsibilities

- Develop and implement comprehensive OTS-wide customer engagement and measurement strategies, creating sophisticated metrics frameworks that inform critical business decisions and drive the success of customer programs

- Continuously evolve the organization's operational excellence customer engagement and measurement framework, designing scalable solutions and mechanisms that yield substantial efficiency gains throughout OTS operations

- Lead large-scale, cross-organizational programs spanning multiple business verticals, using data-driven insights to shape strategy and catalyze significant improvements across OTS

- Innovate and deploy customer feedback mechanisms that scale across multiple business units, ensuring program efficacy and foster continuous improvement at the OTS level

- Champion organizational change management initiatives impacting thousands of employees across diverse geographies, driving adoption of new operational models and best practices

- Craft and deliver high-impact executive communications for VP+ and Director-Level Leadership, including critical OP1/OP2 documents and quarterly business reviews (QBRs)

- Collaborate with business verticals to develop multi-year strategic roadmaps, establish robust governance frameworks and controls for OTS's program portfolios

- Manage end-to-end program execution, including strategic headcount planning, budget allocation, and long-term investment strategies

- Spearhead global initiatives to build strategic partnerships across regions, ensuring OTS's global operational excellence

A day in the life

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!

Basic Qualifications

- Hold a bachelor’s degree or bring equivalent experience

- 7+ years of strategic program management experience across complex organizations

- 7+ years of cross-functional leadership with technical and non-technical teams in a fast-paced technology environment

- 7+ years of proven success delivering enterprise-wide programs with significant business impact

- Excel at advanced data analytics, business intelligence tools, and metrics development methodologies

- Build and manage operational excellence frameworks and governance models with demonstrated expertise

- Drive business process optimization and efficiency improvement methodologies with strong understanding

- Navigate operational planning cycles (OP1/OP2) and business review processes (QBRs/MBRs) effectively

- Build and maintain strategic partnerships across global organizations with proven track record

- Lead through influence and drive alignment across multiple stakeholder groups with demonstrated success

- Deliver complex, time-sensitive projects in matrix organizations with proven experience

- Apply strong business acumen and strategic thinking capabilities in challenging situations

- Thrive in ambiguous, fast-paced environments with demonstrated adaptability

Preferred Qualifications

- Experience delivering projects within scope, time, budget and quality

- Master's degree or MBA in Business Administration, Strategy, Operations, or related field

- Extensive experience in Tech, IT, Logistics, or Retail industries

- 10+ years of success in driving large-scale strategic initiatives and track record of building and executing multi-year transformation strategies with measurable business outcomes

- Master data governance principles and enterprise-wide metrics frameworks with advanced analytical capabilities; translate complex data into actionable business insights

- Lead organizational change management initiatives impacting 1000+ employees with proven experience

- Drive enterprise-wide programs that delivered significant operational improvements with successful implementation

- Apply Agile/Lean methodologies and continuous improvement practices with hands-on experience

- Possess professional certifications such as PMP, Six Sigma, or relevant industry credentials

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.