We are seeking an experienced Sr. Program Manager to join the ROC WFM team in Hyderabad. This is a unique Individual Contributor (IC) role that combines two critical functions: Program Management at scale and Real-Time Monitoring (RTM) leadership.
The successful candidate will drive strategic programs across worldwide teams (NA, EU, IN) while simultaneously guiding the RTM team to ensure real-time operational excellence. This role demands a leader who can influence without authority, think backwards from the customer, champion ruthless automation, and operate effectively in ambiguous, quick-paced environments.
You will work at the intersection of operations and technology, partnering with Tech, Operations, Finance, PXT, Product, and ACES teams to deliver outcomes that improve operational efficiency, reduce costs, and enhance the associate and customer experience.

Key job responsibilities
Program Management
• Drive programs at scale across ROC WFM, defining program requirements, milestones, and success metrics
• Own and drive Weekly Business Reviews (WBR), Monthly Business Reviews (MBR),



and Quarterly Business Reviews (QBR) with senior leadership and cross-functional stakeholders
• Champion ruthless automation — identify manual processes and drive automated, scalable solutions to improve forecasting, demand planning, and operational efficiency
• Scope business and functional requirements for Amazon Tech teams to create and enhance WFM software systems and tools
• Define strategy and operationalize planning to ensure efficient delivery and customer satisfaction
• Apply AI backward thinking — leverage data science and machine learning opportunities to drive predictive and prescriptive WFM solutions
• Systematically escalate problems or variances in data to relevant owners and follow through on resolutions

Real-Time Monitoring & RTM Team Leadership
• Guide and mentor the RTM team, providing direction on real-time monitoring of staffing levels, service levels, and opera

📌 ROC WFM Senior Program Manager, Relay Operations Centre (Hyderabad)
🏢 Amazon
📍 Hyderabad