Sr. Program Manager, Operations, Amazon

Overview

In this role you drive end-to-end regional operational excellence for Amazon’s automotive business, aligning policy, process, and performance with cross-functional teams. You’ll own local implementation, monitor outcomes, and translate learnings into scalable, region-wide programs. You will act as the bridge between regional and central teams, plus external partners, ensuring a high-quality customer experience. You’ll shape repeatable frameworks to enable international expansion and adapt global practices to local regulatory realities.

Responsibilities

• Implement, localize, and enforce operational policies and SOPs for international markets in collaboration with Legal, Compliance and Policy teams
• Build and maintain telemetry to provide leadership with visibility into regional performance, flag risks and opportunities, and ensure data accuracy
• Monitor KPIs across the customer journey (pre-purchase, purchase, post-purchase, dealer operations) and close gaps when targets are missed
• Partner with Product, Engineering, Customer Service, Dealer Operations, Finance to remove blockers and advance shared priorities
• Analyze customer contact, escalation and concession patterns to identify cross-cutting improvement opportunities
• Lead root cause analysis on systemic issues and implement durable corrective actions with regional and central teams
• Define and own a measurement framework linking operational quality to customer outcomes and prioritize investments by impact
• Leverage automation and AI-driven tooling to boost efficiency and enable high-velocity decision making
• Support regional launches by defining requirements, success criteria, and rollback triggers with SOAP, Product, Engineering and regional stakeholders
• Assess operational readiness for launch and sustained operations
• Develop repeatable launch frameworks, playbooks and mechanisms scalable to other regions
• Communicate operational changes and milestones to senior leadership with clear narratives and program updates
• Review dashboards and coordinate cross-functional sessions to convert gaps into actionable docs and requirements

Key requirements

• Experience using data and metrics to drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Experience working cross-functionally with tech and non-tech teams
• Experience implementing repeatable processes and driving automation or standardization
• Experience in program or project management
• Experience in sales or sales support roles
• Experience leading complex global or country-wide initiatives
• Strong communication and storytelling for senior leadership
• Cross-functional collaboration
• Ambiguity tolerance and systems thinking
• SQL for data mining
• Power BI
• Tableau

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