We are seeking a Senior Program Manager to lead high-impact, cross-functional programs within OTS Service Desk, operating across a global ecosystem of Operations, Product, TPM, and Field Engineering teams. This role owns the end-to-end program lifecycle — from ambiguous problem statements to scaled execution — driving operational excellence, service delivery improvements, and customer experience outcomes across multiple regions and time zones. The ideal candidate thrives in ambiguity, can independently structure complex problems, define program roadmaps, and deliver measurable results without waiting for perfect information. You will partner with global SD Operations leaders to identify gaps in service delivery, forecast accuracy, remote resolvability, and workforce planning — translating insights into actionable programs with explicit milestones and accountability. The role requires influencing without authority across Product, TPM, and Field teams to align priorities, secure commitments, and drive adoption of SD-led initiatives even when competing interests exist.



You will lead negotiations with cross-functional stakeholders on resource allocation, process ownership, and operational trade-offs — maintaining composure and earning trust through data-driven advocacy and transparent communication. This leader will own executive-level reporting, business reviews, and program narratives that connect operational metrics to strategic outcomes, ensuring leadership has clear visibility into progress, risks, and decisions needed. You will drive continuous improvement by identifying systemic inefficiencies, designing scalable mechanisms, and embedding them into SD operations — from training frameworks and quality programs to automation adoption and self-serve deflection strategies. The role demands high ownership — you treat every program as your own, proactively remove blockers, escalate decisively when needed, and hold cross-functional partners accountable to shared commitment

📌 Senior Program Manager (Bengaluru)
🏢 Amazon
📍 Bengaluru