ROC WFM Senior Program Manager, Relay Operations Centre

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 operational adherence across all ROC sites • Establish and refine RTM processes, SOPs, and escalation frameworks to ensure 24/7 operational coverage • Monitor real-time performance trends, identify anomalies, and drive immediate corrective actions • Partner with ACES and Tech teams to identify trends impacting long-term and short-term resource planning • Drive continuous improvement in RTM tools, d BASIC QUALIFICATIONS - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership PREFERRED QUALIFICATIONS - 2+ 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

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.