AI-Driven Automation & Vendor Ops Program Lead

Amazon; New York (NY); On-site; USD 82,000 - 143,000; Full time

Job summary

Amazon in New York is seeking a Program Manager for Automation & Vendor Operations to own the strategy and delivery of automation solutions across vendor management and service delivery. You will start with ServiceNow workflow optimization, design automated ticket routing, SLA monitoring, escalation triggers, and reporting pipelines to reduce manual work.

This build-from-scratch role offers high visibility to leadership, opportunities to apply AI for anomaly detection and predictive escalation,

Qualifications

• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Advanced Excel and SQL experience.
• Experience working cross functionally with tech and non-tech teams.

Responsibilities

• Own the TOPS Automation Roadmap — maintain a prioritized backlog of automation opportunities ranked by effort vs. impact, and deliver against it
• Map current-state ServiceNow workflows (ticket routing, SLA management, escalation paths, vendor dispatch) and design automated replacements
• Build automated SLA monitoring and escalation triggers that alert Program Managers to at-risk tickets before breach
• Develop automated reporting pipelines that pull ServiceNow data into standardized weekly/monthly outputs without manual intervention
• Extend AI-assisted analysis into vendor management workflows — anomaly detection, predictive escalation, and ticket pattern analysis
• Explore and pilot generative AI applications for vendor communications, QBR preparation, and performance narrative generation
• Define success metrics for each automation initiative (hours saved, error reduction, speed improvement) and track delivery against targets
• Document manual processes with sufficient detail to enable automation design — process maps, decision trees, exception handling
• Build solutions that are maintainable by the TOPS team, not dependent on specialized engineering support
• Coordinate with Vendor Performance Analyst to ensure automated data collection feeds the analytics layer accurately
• Communicate automation progress and ROI to leadership through monthly updates and quarterly business reviews

Skills

Program management

Data-driven decisions

Cross-functional work

Tools

Excel Advanced

SQL

Job description

Amazon in New York is seeking a Program Manager for Automation & Vendor Operations to own the strategy and delivery of automation solutions across vendor management and service delivery. You will start with ServiceNow workflow optimization, design automated ticket routing, SLA monitoring, escalation triggers, and reporting pipelines to reduce manual work.

This build-from-scratch role offers high visibility to leadership, opportunities to apply AI for anomaly detection and predictive escalation,