We are seeking a Senior Program Manager to drive data-informed initiatives across our global IT Service organization of 4,000 employees. In this role, you will leverage complex datasets to identify high-impact opportunities for operational efficiency and service excellence. Working closely with regional leaders across Americas, Europe, Asia Pacific, and Latin America, as well as our Global Service Desk function, you will translate data insights into actionable programs that deliver measurable business value. This position requires strong analytical capabilities to process and interpret large datasets, strategic thinking to identify and prioritize opportunities, and proven program management skills to drive cross-regional initiatives. The ideal candidate will combine broad functional skills with business insight to deliver programs that significantly improve operational efficiency and service delivery across our global organization. Key job responsibilities • Lead comprehensive analysis of key operational datasets, including ticket resolution data, field service metrics, and customer satisfaction indicators to identify patterns, trends, and improvement opportunities • Design and implement data-driven programs that target identified efficiency opportunities, working closely with regional leadership teams to ensure strategic alignment and successful execution • Develop sophisticated analytical frameworks and methodologies to evaluate operational performance, quantify improvement opportunities, and measure program impact • Create and maintain executive-level dashboards and reports that provide visibility into key metrics, program progress, and realized benefits across regions • Partner with regional leaders to prioritize and sequence improvement initiatives based on potential impact, resource requirements, and implementation complexity • Build and manage relationships with key stakeholders across regions and Central Services teams to ensure buy-in, drive adoption of new processes, and maintain program momentum • Establish standardized measurement frameworks to track and report program outcomes, ensuring consistent evaluation of success across regions • Lead the development of scalable solutions that can be implemented across multiple regions while accommodating local operational requirements • Collaborate with technical teams to implement automation and process improvements that drive sustainable efficiency gains • Design and implement change management strategies to ensure successful adoption of new processes and solutions • Provide regular updates to senior leadership on program status, risks, and realized benefits, including quantitative analysis of efficiency improvements • Partner with other program managers and business operations teams to ensure alignment with broader organizational initiatives and avoid duplicative efforts • Develop best practices and playbooks that can be leveraged across regions to accelerate implementation and adoption of successful solutions 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. 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! About the team Our Mission: It is our mission to position our organization as a talent destination for customer obsessed innovators to reinvent technology at high velocity and scale to enable our partners and our customers. We provide the right resources, simple tools, work-life support, and career growth opportunities to balance, challenge, and reward employees in a fast-paced environment focused on continual improvement and learning. Our Vision: A technology centric services organization that designs, builds, and sustains the invisible, high-quality network, compute infrastructure and device scaffolding proudly empowering and protecting Amazon’s global Operations. Basic Qualifications - Experience in program or project management - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership Preferred Qualifications - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field - Experience leading process improvements Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. 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