Senior Program Manager, GREF – Global Support Operations

The Global Real Estate and Facilities (GREF) organization manages Amazon's corporate office portfolio across 60+ countries, supporting 300,000+ employees globally. We seek a strategic, analytical, and operationally minded Program Manager to transform how we leverage AI-powered insights to drive clearer focus on the top opportunities to improve Amazonian's workplace experience globally, reduce friction, identify continuous improvement opportunities and generate operational efficiencies, at scale.

In this role, you will drive and consolidate data and insight requirements across the GREF Operations Services organization, manage a small global vendor team delivering analysis and reporting, and partner with Technology teams to inform opportunities to advance our data infrastructure and AI powered analytics roadmap. You will also lean in with local Latin America Portfolio Management stakeholders to drive forward insights to actions.

About You
You thrive in ambiguous environments and bring curiosity about AI applications in business analytics. You excel at building partnerships across diverse functions and translating insights into clear narratives, and action plans. You deliver results in customer experience and cost optimization across matrixed organizations. You are an accomplished individual contributor who is also able to manage and scale through vendor teams, ensuring outputs meet high standards.

Key job responsibilities
1. AI-Powered Insights & Analytics
- Apply AI and traditional analytics methods to uncover patterns and opportunities that improve the Amazon employee workplace experience and drive higher ROI portfolio investment decisions
- Conduct deep-dive analyses that challenge conventional thinking, translating complex datasets into actionable recommendations
- Develop inputs for business reviews that enable enable leadership to track performance, identify risks, and adjust strategy

2. Capability Development & Team Management
- Develop and manage the intake, prioritization, and delivery of insights to Operations teams and cross-functional stakeholder teams
- Manage a vendor team of analysts supporting ad hoc deep dives and recurring business reviews
- Develop innovative methodologies for sizing and prioritizing opportunities across customer and operational data sources
- Develop reccommendations for OP2 goal definitition, benchmarks, and targets. Design and enable measurement approaches.
- Partner with Technology teams to identify requirements and drive improvements to data infrastructure and AI tooling
- Develop and manage data governance structures for customer facing data sets

3. Cross-Functional Collaboration
- Build partnerships across the org's Latin America regional portfolio management stakeholder group to deep dive regional data and drive forward improvement initiatives
- Synthesize data from service requests, performance metrics, employee feedback, and operational costs to enable predictive insights
- Navigate ambiguity and serve as the team's data and analytics expert

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
- 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.