About the Role:

Amazon is seeking a highly experienced and strategic Senior Program Manager (L7) to lead the Fulfillment Center Subject Matter Expert (FC SME) and Central Flow (CF) teams within India Operations. This is a high-impact leadership role responsible for driving operational excellence, process standardization, and real-time flow management across Amazon's fulfillment network.

The ideal candidate is a seasoned operations leader with deep expertise in fulfillment center processes, a strong bias for data-driven decision-making, and the ability to influence senior stakeholders across multiple functions.

Key job responsibilities

Strategic Leadership & Program Management:

Own the end-to-end strategy, roadmap, and execution for the FC SME and Central Flow programs across the INOps network
Define and drive long-term vision for process standardization, knowledge management, and operational throughput optimization
Lead a team of SMEs and Central Flow specialists, setting clear goals, performance expectations, and development plans
Partner with RDs, GMs, Mile Leaders, and Central Function heads to align program priorities with business objectives

FC SME Program:

Build and scale a best-in-class SME framework that drives process expertise across Inbound, Outbound, ICQA, ACES, and other FC functions
Develop structured knowledge transfer mechanisms, SOPs, and training curricula to elevate associate and manager capability across sites
Lead deep-dive investigations into operational defects and implement sustainable corrective actions
Champion Lean Six Sigma and continuous improvement culture across the network; drive 50+ improvement projects annually

Central Flow Management:

Oversee real-time flow operations to ensure optimal labor allocation, throughput, and SLA adherence across fulfillment centers
Drive adoption of flow management tools and dashboards; leverage data to proactively identify and resolve bottlenecks
Establish and monitor key flow metrics and speed goals and drive performance to target
Lead cross-functional war rooms during peak events (Prime Day, Great Indian Festival, etc.) to ensure network stability

Stakeholder Management & Communication:

Prepare and present WBR/MBR/QBR reviews to senior leadership including RDs, GMs, and Central Function heads
Influence without authority across L&D, ICQA, ACES, PE, and SME & CF teams
Represent the program in network-level forums and contribute to pan-Amazon best practice sharing

Innovation & Scalability:

Identify and implement scalable solutions to structural constraints in the fulfillment network
Drive adoption of new technologies, automation, and AI-powered tools to enhance SME and flow capabilities
Lead pilots and scale successful initiatives across the INOps network

A day in the life
No two days are the same in this role — and that's exactly what makes it exceptional. This role demands someone who is equally comfortable in the data and on the floor, who can zoom out to set strategy and zoom in to solve a complex operational problem — often on the same day.

About the team
The FC SME and Central Flow team is one of the most strategically critical central functions within Amazon India Operations. Operating at the intersection of people capability, process excellence, and real-time operational intelligence, this team serves as the nerve center for fulfillment performance across the INFC network.

The FC SME function is responsible for building and sustaining deep process expertise across all fulfillment center verticals — Inbound, Outbound, ICQA, ACES, and beyond. SMEs are the custodians of operational knowledge: they develop SOPs, conduct deep-dive and troubleshoot day to day floor and Tech issues, and drive continuous improvement initiatives that elevate both associate and manager capability at scale. The team partners closely with other central teams to ensure that process knowledge is not just documented but actively embedded into daily operations across every site in the network.

The Central Flow (CF) function is the real-time command center for fulfillment operations. Central Flow specialists monitor labor allocation, throughput, and SLA adherence across the network — making rapid, data-driven decisions to resolve bottlenecks before they impact customer experience. The team owns key flow metrics and speed goals, and plays a pivotal role during high volume peak events such as Prime Day and the Great Indian Festival. By leveraging advanced dashboards and flow management tools, the CF team ensures that Amazon's fulfillment engine runs at optimal efficiency, every single day.

Basic Qualifications

• 7+ years of team management experience

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

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.