Automation & Vendor Ops Program Lead

Amazon; Nashville (TN); On-site; USD 67,000 - 117,000; Full time

Job summary

Amazon is hiring a Program Manager for Automation & Vendor Operations in Nashville to own the automation strategy and delivery, starting with ServiceNow workflow optimization and expanding into AI-enabled operations. You will design automated ticket routing, SLA monitoring, escalation triggers, and reporting pipelines to reduce manual work and increase efficiency.

The role emphasizes building scalable automation, measurable ROI, and collaboration with Service Delivery and Vendor Programs.

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

Data analytics

Cross-functional collaboration

SQL

Tools

Excel

SQL

Job description

Amazon is hiring a Program Manager for Automation & Vendor Operations in Nashville to own the automation strategy and delivery, starting with ServiceNow workflow optimization and expanding into AI-enabled operations. You will design automated ticket routing, SLA monitoring, escalation triggers, and reporting pipelines to reduce manual work and increase efficiency.

The role emphasizes building scalable automation, measurable ROI, and collaboration with Service Delivery and Vendor Programs.