AI-Driven Service Desk Program Lead

Amazon Inc.; Nashville (TN); On-site; USD 115,000 - 160,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Paid Time Off

401(k) Plan

Job summary

Amazon Inc. in Nashville seeks a senior leader to build and run the Service Desk Strategy COE, guiding Program Managers and IT engineers to deliver AI enablement, defect elimination, and continual improvement programs that position Service Desk as the AI center of excellence customers trust.

You will establish governance, career pathways, and predictable delivery across multiple initiatives, drive CSAT improvements and MTTR reduction, and ensure 100% SLA compliance while expanding technical

Qualifications

• 5+ years working cross-functionally with tech and non-tech teams.
• 5+ years of team management experience.
• 5+ years of cross functional project delivery experience.
• 5+ years of program or project management experience.
• Experience defining program requirements and using data and metrics to determine improvements.

Responsibilities

• Own end-to-end delivery of concurrent strategic programs with complex technical dependencies and cross-functional stakeholder coordination.
• Establish charter programs with tracking, reporting, risk management, and milestone governance frameworks.
• Build and scale a team of Program Managers and IT SMEs capable of delivering complex programs independently on a global scale.
• Interface with OTS and Amazon partner teams owning critical dependencies.
• Defect Elimination, Quality Framework, AI Enablement, CSAT Strategy, Training Framework, Capacity Management, and Knowledge Management programs.
• Drive MTTR reduction, maintain SLA compliance, and ensure predictable capacity planning.

Skills

Cross-functional collaboration (tech &

Team management

Program/project management

Data-driven improvements

Strategic program delivery

Education

MBA

PMP certificate

Tools

SQL

Job description

Amazon Inc. in Nashville seeks a senior leader to build and run the Service Desk Strategy COE, guiding Program Managers and IT engineers to deliver AI enablement, defect elimination, and continual improvement programs that position Service Desk as the AI center of excellence customers trust.

You will establish governance, career pathways, and predictable delivery across multiple initiatives, drive CSAT improvements and MTTR reduction, and ensure 100% SLA compliance while expanding technical