Amazon Service Delivery Program Manager, Service Delivery Standard Work

Description

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 (including our consumers, businesses, and drivers) across every interaction.
We are looking for a Senior Product Manager to serve as the Service Delivery organization’s single threaded leader for Scheduling and Time and Attendance programs and products. This role is responsible for owning the relationships with Tech teams across Network Solutions and PXT and the charter to empower associates through scheduling tooling. You closely partner with Operations and Tech teams to identify scheduling and time and attendance opportunities, influence development of state-of.the-art scheduling tools and capabilities. The role consults and executes Network Planning and PXT Tech roadmaps.

An ideal candidate will combine product management depth in customer service operations or network planning with a demonstrated ability to implement AI-driven automation and modern project management tooling across distributed teams.
You will partner with Network Solutions and PXT Tech teams to define and design the end-to-end scheduling experience of associate and frontline leaders. You will evaluate and improve existing tooling and processes and support the creation of new tech and AI driven solutions, consistently enhancing associate experiences and empowering our teams. You will work backward from associate pain points to design solutions and processes and define product requirements. Partnering with Network Solutions, engineering, operations, and stakeholder teams you will 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 and empowerment.
The ideal candidate combines strong product and program management capabilities, business acumen in operations and/or planning and deep associate empathy. You are equally comfortable diving into data and anecdotes to identify opportunities, writing PRFAQs, vision docs and BRDs, 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 products that meet their customers’ needs. 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 Cairo.

Key job responsibilities
Own the end-to-end Network Solutions and PXT Tech partnership for Service Delivery
Own the scheduling and time and attendance strategy and associate empowerment charter for Service Delivery
Lead strategic planning processes, working with leaders across the organization to set goals, define priorities, and allocate resources.
Write product requirements (PRFAQs, vision docs, BRDs, user stories) working backward from customer needs for both new launches and existing experience improvements.
Collaborate with Tech teams to influence strategy, drive prioritization, create operational plans, roadmaps and vision docs
Define and own success metrics and KPIs; use data to measure success and ongoing portfolio health, informing roadmap prioritization
Define and own framework and mechanisms as Service Delivery's single Scheduling POC
Translate associate and frontline leadership insights, data signals, and business requirements into actionable process and product improvements and scalable solutions.
Partner with Tech, data science, and operations teams to deliver solutions features from concept through launch and iteration.
Influence and align senior leadership and cross-functional stakeholders on direction and strategy through compelling narratives and data-driven recommendations
Apply analytical rigor to frame trade-offs and enable leaders to make well-informed decisions.

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience as a product manager or owner

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership
- Experience owning/driving roadmap strategy and definition
- 3+ years of end to end product delivery experience
- Experience with feature delivery and tradeoffs of a product

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