At Amazon, we're working to be the most customer-centric company on earth. Serving over 200M customers globally, our Customer Service (CS) organization is at the forefront of shaping how customers experience Amazon. Our team enables Amazon CS’ frontline teams to deliver seamless, consistent, convenient, and delightful customer service to all our customers across every interaction.
We are looking for a Program Manager to join the Service Delivery organization’s associate empowerment team for associate-facing products. This role is responsible for owning the programmatic charter to support associate-facing product roadmaps and strategy across multiple Tech teams. You will partner with Tech teams to evaluate and improve existing tooling, define and design the end-to-end experience of associate-facing tools, and test and implement tools and AI capabilities across one of the largest customer service operations globally. You will work backward from associate pain points, define product requirements, and partner with engineering, operations, and stakeholder teams to deliver solutions at scale.



You will balance short-term tactical improvements with long-term strategic bets to continuously raise the bar on the associate experience.
The ideal candidate combines strong product and program management capabilities, business acumen in operations and product sense with deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing narratives for current concepts, and influencing without authority to align cross-functional teams on a shared vision. You thrive in ambiguity, are biased toward action, and have a track record of delivering programs smoothly, ideally in an operational or technical environment. Disrupting the status quo by challenging mental models, organizational focus, and technology will be part of your day to day.

This role can be located in Hyderabad.

Key job responsibilities
- Own the programmatic charter for Ser

📌 Program Manager II, Service Delivery Standard Work (Hyderabad)
🏢 Amazon
📍 Hyderabad