At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. WW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business.

The Demand Planning & Workforce Intelligence (DPWI) team is building an AI-powered command center that transforms workforce management from reactive operations to intelligent orchestration. This transformation anticipates operational needs, automates resource allocation, and elevates support functions from tactical execution to strategic enablement. DPWI drives data-driven decision making across 30+ global Selling Partner Services operations programs, delivering mission-critical volume predictions and actionable planning insights through state of the art data science solutions, centralized forecasting platforms, routing intelligence and automated predictive solutions at scale.

Within DWPI, The Routing Excellence (REX) team owns routing strategy and enablement for operations team. We serve as the strategic link between incoming demand and operational execution, using an intelligent routing framework to optimize case and task distribution. We transform the legacy processes to find the most optimized way to route a case to operations. We put systemic guardrails, alarms and mechanisms in place to enable queue governance and health monitoring.

The REX team is seeking a Program manager to own Program, Product and roadmap for enabling next-Gen Routing Framework and Intelligence. The L6 Program Manager architects the transition from manual oversight to systemic, automated governance. By conducting comprehensive Value Stream Mapping, they isolate systemic inefficiencies to design a multi-year automation roadmap that balances immediate GenAI efficiencies with foundational architectural investments. They serve as a strategic co-owner of the REX Product Strategy, collaborating with Science and Software Development teams to envision core services like Intake and Internal Configuration Portals. Throughout these transformational phases, they orchestrate end-to-end Change Management for internal teams and global stakeholders alike, defining key performance metrics to validate solution efficacy and iterating on product design as the primary voice of the stakeholder to ensure long-term scalability. They enable Tool launches and mechanisms to drive efficiency through engagement and adoption. The PM will partner with cross-functional teams to support root cause analysis, define user requirements, strategize and generate solutions that have a large impact, drive process improvements and streamline reporting mechanisms through automation.

• Key job responsibilities
• Program Manager will lead complex projects for cross-functional teams focused on the delivery of a new feature, service, product, or system
• Gather business requirements, document specifications, identify appropriate resources needed
• Assemble the right project team, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project
• Develop clear roadmaps and manage efficiently
• Conduct sprint planning and track delivery SLA
• Measure and report on progress regularly, resolve bottlenecks and provide escalations management
• Balance business needs with technical/resource constraints
• Collaborate with and influence the engineering, product management, operations and executive teams on individual projects, features and launches to track progress, milestones, issues and risks
• Troubleshoot any routing related concerns for the stakeholders supported by the team and be able to conduct root cause analysis and identify process improvements to account for these
• Collaborate with data scientists, ML engineers, and software development teams to translate business requirements into scalable solutions
• Lead quarterly business reviews to promote DPWI's work, increase stakeholder engagement, onboard new customers, and provide visibility into product advancements
• Define and track key performance indicators (KPIs) to measure product success, customer satisfaction, and operational efficiency gains

Basic Qualifications

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor's degree or equivalent
• Experience owning/driving roadmap strategy and definition
• • Experience with end-to-end product/Program delivery
• • Experience using data and metrics to determine and drive improvements
• • Experience working cross functionally with tech and non-tech teams
• • Experience defining program requirements and using data and metrics to determine improvements
• • Experience in influencing senior leadership through data driven insights & document writing

Preferred Qualifications

• Knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred
• Experience troubleshooting and debugging technical systems
• Experience in agile/scrum or related collaborative workflow
• Experience troubleshooting and documenting findings
• • Knowledge of technology principles and services including infrastructure, business applications, data management, security, application platforms, and consumer-facing technology

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.