Description As a member of Ops Tech Solutions, you will be at the forefront of IT service delivery collaborating across Ops Tech Solutions Deployment teams. You will be surrounded by people who are passionate about optimizing IT services and believe world-class support is critical to customer success. You will work directly with Ops Tech Solutions Field teams, Supply Chain, Infrastructure Engineering, and Delivery Software Engineering to drive tooling and process improvements leading to a quality customer experience. Your mission is to develop a world-class customer experience leveraging project portfolio management tools and set new customer service standards in Ops Tech Solutions Deployment. Key job responsibilities The Program Manager will contribute and provide leadership to the following core team areas of focus: - Gather feedback from business leaders and prioritize project portfolio tool enhancements in conjunction with customer needs and technical team inputs. - Bridge gaps in processes and systems preventing common project pitfalls. - Identify and mitigate risks, preventing them from escalating into major issues. - Regularly communicate with senior managers, business leaders, and other stakeholders to support key business initiatives. - Collaborate with the regional PMO teams to identify business problems and reengineer processes to reduce customer effort. - Manage and oversee various cross-functional programs, ensuring successful delivery. - Develop and refine program strategies, effectively leading and motivating teams. - Navigate and resolve ambiguities in business scenarios, applying creative problem-solving skills. - Participate in periodic reviews with business owners on deployment resource forecasting and capacity planning. A day in the life Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: - Medical, Dental, and Vision Coverage - Maternity and Parental Leave Options - Paid Time Off (PTO) - 401(k) Plan If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply! Basic Qualifications - Bachelor's degree in IT or equivalent - 3+ years of program or project management experience - Experience working cross functionally with tech and non-tech teams - Experience using data and metrics to determine and drive improvements - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience using process mapping tools (Vizio) at an advanced level - Experience using the ServiceNow suite of applications Preferred Qualifications - Master's degree in IT or equivalent - 5+ years of program or project management experience - 5+ years of driving end to end delivery, and communicating results to senior leadership experience - 5+ years of working cross functionally with tech and non-tech teams experience - Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP) - Certified Project Management Professional (PMP) - Experience working with agile methodologies (Scrum, Kanban, SAFe) - Technical fluency; comfortable understanding and discussing technology concepts, schedule tradeoffs, etc. - Strong analytical skills, with ability to use data and metrics to back up assumptions and evaluate outcomes - Demonstrated ability to successfully influence stakeholders without formal authority, leading cross functional teams across geographies and business units Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.