Senior Program Manager

Amazon; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Amazon in Bengaluru, India seeks a Senior Program Manager to lead global OTS Service Desk programs. You will own end-to-end lifecycle, drive cross-functional collaboration with Operations, Product, TPM, and Field Engineering, and deliver measurable outcomes across regions.

You will influence senior leaders, manage risks, and provide executive-level reporting. Responsibilities include scoping problems, scalable process improvements, automation adoption, governance, and training programs to build

Qualifications

• 5+ years of cross-functional program management experience.
• 5+ years delivering cross-functional projects.
• Experience defining program requirements and using data to drive improvements.
• Strong communication and stakeholder influence skills.

Responsibilities

• Own end-to-end lifecycle of global SD programs across regions.
• Partner with Operations, Product, TPM, and Field Engineering leaders to align priorities and resources.
• Identify systemic gaps in service delivery and workforce planning; design scalable improvements.
• Lead readiness for large-scale technology rollouts and migrations; ensure forecasting accuracy.
• Own executive reporting, business reviews, and program narratives.
• Drive CSAT/DSAT analysis and corrective actions with Training and Quality teams.
• Champion automation adoption, process redesign, and structured training programs.
• Build and sustain governance mechanisms — WBRs, MBRs, and program trackers.

Skills

Cross-functional leadership

Program management

Data-driven analysis

Stakeholder management

Education

MBA or Master's degree

Job description

Description

We are seeking a Senior Program Manager to lead high-impact, cross-functional programs within OTS Service Desk, operating across a global ecosystem of Operations, Product, TPM, and Field Engineering teams. This role owns the end-to-end program lifecycle — from ambiguous problem statements to scaled execution — driving operational excellence, service delivery improvements, and customer experience outcomes across multiple regions and time zones. The ideal candidate thrives in ambiguity, can independently structure complex problems, define program roadmaps, and deliver measurable results without waiting for perfect information. You will partner with global SD Operations leaders to identify gaps in service delivery, forecast accuracy, remote resolvability, and workforce planning — translating insights into actionable programs with clear milestones and accountability. The role requires influencing without authority across Product, TPM, and Field teams to align priorities, secure commitments, and drive adoption of SD-led initiatives even when competing interests exist. You will lead negotiations with cross-functional stakeholders on resource allocation, process ownership, and operational trade-offs — maintaining composure and earning trust through data-driven advocacy and transparent communication. This leader will own executive-level reporting, business reviews, and program narratives that connect operational metrics to strategic outcomes, ensuring leadership has clear visibility into progress, risks, and decisions needed. You will drive continuous improvement by identifying systemic inefficiencies, designing scalable mechanisms, and embedding them into SD operations — from training frameworks and quality programs to automation adoption and self-serve deflection strategies. The role demands high ownership — you treat every program as your own, proactively remove blockers, and hold cross-functional partners accountable to shared commitments without damaging relationships. Experience managing global stakeholder landscapes (L6–L8), navigating matrixed organizations, and delivering results in fast-paced, high-volume IT support environments is essential. The successful candidate brings 7+ years of program management experience, strong analytical skills, exceptional written and verbal communication, and a demonstrated ability to earn trust, influence senior leaders, and deliver results at scale in ambiguous, high-stakes environments.

Key job 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, elevate 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.

Basic Qualifications

• 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

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

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.

Company - ADCI - Karnataka

Job ID: A10531725