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