The Sales & Financial Integrity (SFI) organization's mission is to build a store where abuse is economically unviable, sellers compete on merit, customers trust every product they see, and every dollar entering, moving through, or leaving Amazon flows to a known and compliant entity.
Program Manager drives continuous improvement, leveraging GenAI proficiency, across SFI Operations - a 400+ member team spanning SAP and FRM. This role is responsible for owning and driving the Operational Excellence roadmap through GenAI solutions - including ownership of a $XX MM opex goal - by identifying inefficiencies, designing scalable solutions, and embedding a culture of operational excellence and AI-first thinking across SFI Operations teams.
PM will own a portfolio of programs covering defect elimination, change management, seller and customer experience improvement, and GenAI adoption - leveraging generative AI tools, automation frameworks, and machine learning capabilities to accelerate impact. They will interact with and influence stakeholders across Risk, Product, Program, Operations, Technology, Analytics, and Finance to deliver measurable improvements in quality, productivity, and cost efficiency.
They will own cross-functional responsibilities and be passionate about the selling partner experience, innovation, GenAI-driven process transformation, and cross-team partnerships to deliver business impact.
The position involves regular interactions with senior management on status, risks, and opportunities - including GenAI-driven efficiency gains. PM is a key contributor to weekly mechanisms that aim to provide the perfect experience as Amazon launches initiatives,



initiates changes, makes improvements across tools (including AI-powered tools), adds recent features, or creates and updates policies or programs.

Design and implement lean methodologies (Six Sigma, Kaizen, DMAIC) to reduce waste and improve cycle times

- Partner with technology teams to develop and deploy GEN AI automation solutions that reduce manual effort and improve accuracy
- Serve as a liaison between operations, product, and technology teams to align improvement efforts with business objectives

Performance Management & Metrics

- Establish and monitor key performance indicators (KPIs) for operational health, including quality rates, productivity, AHT, defect rates, and SLA adherence
- Conduct regular business reviews (WBR/MBR) to communicate performance trends, risks, and mitigation strategies
- Drive adoption of new tools, processes, and workflows through structured change management

Manage the intake, prioritization, and delivery of OpEx project requests from stakeholders
. 8+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 8+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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📌 Senior Manager - Program Management (India)
🏢 Amazon Music
📍 India