Automation Program Manager II - AI-Driven Vendor Ops Lead

Amazon Inc.; Austin (TX); On-site; USD 74,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC in Austin, TX is seeking an experienced program manager to own the TOPS Automation Roadmap, map ServiceNow workflows, and design automated replacements that reduce manual work and improve SLA performance. You will build data pipelines, apply AI to vendor processes, define success metrics, and partner with cross-functional teams to scale automation across multiple vendor programs.

This role offers high visibility to leadership and the chance to translate complex processes

Qualifications

• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
• Knowledge of Excel (Pivot Tables, VLookups) at an advanced level and SQL.
• Experience using data and metrics to determine and drive improvements.
• 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

Process improvement

Advanced Excel

SQL

Cross-functional collaboration

Tools

ServiceNow

Flow Designer

Job description

Amazon.com Services LLC in Austin, TX is seeking an experienced program manager to own the TOPS Automation Roadmap, map ServiceNow workflows, and design automated replacements that reduce manual work and improve SLA performance. You will build data pipelines, apply AI to vendor processes, define success metrics, and partner with cross-functional teams to scale automation across multiple vendor programs.

This role offers high visibility to leadership and the chance to translate complex processes