Sr. Program Manager, Worldwide Grocery Stores Programs, OTS Service Desk

Amazon; Austin (TX); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

RSUs

Job summary

Amazon seeks a Sr. Program Manager for Worldwide Grocery Stores Programs, OTS Service Desk, to own cross-functional programs with multi-year integration roadmaps. You will drive platform migrations, vendor dispatch models, and service readiness across WWGS sites, collaborating with DSE, TOPS, WFM, and 3P partners.

You will lead strategic planning, stakeholder management, and measurable outcomes with minimal direction, contributing to the WWGS SD transformation and expansion.

Qualifications

• 5+ years of program or project management experience.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Experience using data and metrics to drive improvements.
• Experience managing multiple internal stakeholders and advising cross-functional teams.
• Experience resolving conflicts and setting expectations with customers.
• Experience driving process improvements.
• Knowledge of general AI tools.
• Experience designing workforce development programs at scale.

Responsibilities

• Own end-to-end program strategy, delivery, and stakeholder management across platforms and initiatives.
• Lead integration for multi-org initiatives ensuring alignment of dispatch, vendor management, and service readiness.
• Produce recurring deliverables: status documents, flashes, and monthly/quarterly reviews for leadership.
• Build relationships with WWGS/OTS stakeholders and cross-org partners.
• Identify risks, manage dependencies, and resolve conflicts through influence rather than escalation.

Skills

Program management

Stakeholder mgmt

Data-driven decisions

Cross-functional leadership

Risk & dependencies

AI tools knowledge

Education

Master's degree or MBA in business/related field

Tools

ServiceNow

Job description

Sr. Program Manager, Worldwide Grocery Stores Programs, OTS Service Desk

ID lavoro: 10491677 | Amazon.com Services LLC

The OTS Service Desk for Worldwide Grocery Stores (WWGS-SD) is seeking a Program Manager III to own and drive strategic programs within the WWGS SD Programs pillar. This pillar is responsible for service readiness and transition management, 3P vendor dispatch governance and expansion, and cross-org integration coordination for Worldwide Grocery Sites, the internal technology support function serving Whole Foods Market, Amazon Grocery, and emerging WWGS site types.

In this role, you will independently own a portfolio of cross-functional programs with Kingpin-level scope, hard deadlines, and multi-org dependencies. You will drive platform migration readiness, lead integration workstreams across legacy organizations, mature a proven 3P vendor dispatch model for enterprise-wide expansion, and build service readiness strategies for expanding site types entering the WWGS portfolio. You will represent the WWGS SD Programs pillar in director-level planning, influence stakeholders without authority, and deliver measurable outcomes without requiring constant oversight from your manager.

This is a role for someone who defines the boundaries, builds the programs, and drives strategic outcomes across ambiguous, cross-organizational landscapes.

Key job responsibilities

• Own end-to-end program strategy, delivery, and stakeholder management for multiple concurrent programs spanning platform migrations, organizational integrations, and technology readiness initiatives.
• Serve as the WWGS SD Programs integration lead for the OTS-WWGS SD unification initiative, ensuring cross-cutting functions (dispatch, vendor management, service readiness, knowledge management) are aligned and merged according to the multi-year integration roadmap.
• Produce recurring deliverables: weekly program status documents and flashes for cross-org stakeholders, monthly program reviews (MPRs) for internal OTS SD audience, monthly service readiness calendar updates, and quarterly assessments and business case updates to senior leadership.
• Build and maintain stakeholder relationships with OTS Field leadership, OTS DSE (ServiceNow platform team), TOPS QA, GWM/Anchor, WFM Store Operations, 3P vendors/TechNet, and WWGS technology domain owners.
• Proactively identify risks, manage dependencies across interconnected programs, and resolve cross-org priority conflicts through influence and negotiation without requiring escalation.

A day in the life

Your day involves a mix of strategic program ownership and cross-org coordination. You might begin with a ServiceNow platform decision forum, representing WWGS operational requirements alongside DSE leads and pushing back on configuration choices that create downstream risk. Mid-morning, you review the weekly intake triage for new service readiness requests, assigning solutioning ownership for undefined asks that have no existing playbook. After lunch, you facilitate an integration alignment meeting with OTS SD peer pillars, driving resolution on competing process designs. You close the day reviewing program readiness timelines with upstream delivery teams, identifying gaps before they become blockers.

You operate with minimal direction. You bring solutions, not questions. You escape only when genuine disagreement requires leadership intervention. You own the outcome.

About the team

The WWGS SD Programs pillar sits within the OTS Service Desk organization, which provides technology support to Worldwide Grocery Sites including Whole Foods Market and Amazon Grocery.

The team operates at the intersection of multiple organizations: OTS Field, OTS DSE, TOPS, Worldwide Grocery Stores Technology (WWGST), WFM Store Operations, and 3P vendor partners. We are in a period of significant transformation as WWGS SD integrates with the broader OTS Service Desk into a unified support organization, while simultaneously supporting new site type launches and expanding vendor dispatch capabilities. This role is central to that transformation.

Qualifications

• 5+ years of program or project management experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience using data and metrics to determine and drive improvements
• Experience managing multiple internal stakeholders and advising cross-functional teams
• Experience in resolving conflicts and set appropriate expectations with customers
• 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
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

Qualifiche Preferenziali

• 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
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, AUSTIN - 115,600.00 - 160,000.00 USD annually