Amazon
From Amazon's careers page
Status: listed on the employer's own careers page when we last checked (daily). Confirm on their site before applying.
We are seeking a Senior Manager to serve as a key regional leader for our Service Delivery programs.
Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service (CS) team is an essential part of that mission. Within CS, the APAC Service Delivery organization operates a complex, multi-country network, delivering world-class customer experiences at scale.
We are seeking a Senior Manager to serve as a key regional leader for our Service Delivery programs. This is a highly visible, strategic role that requires orchestrating large-scale operational change and influencing without authority across a broad set of stakeholders, including senior leadership up to VP level.
You will design and implement the processes, systems, and structures that enable alignment across countries, sites, and functions, breaking down silos to create consistent, scalable operational excellence across the region. Success requires balancing long-term vision with on-the-ground implementation, deep operational partnership, and the ability to drive sustainable transformation across a complex network.
At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.
Own the scoping, planning, and execution of high-impact programs spanning Service Delivery across APAC.
Develop and drive the regional operational strategy, including authoring strategic documents (OP plans, PRFAQs, strategy papers) and presenting to senior leadership up to L10.
Design scalable mechanisms and business rhythms that create consistency across countries, sites, and operational functions while preserving appropriate local fit.
Influence and align stakeholders with competing priorities across regions and functions, building consensus from working-level teams to L10 leaders.
Lead large-scale organizational transformation, developing collaborative cultures while maintaining operational stability across a 3,000+ person network.
Identify and eliminate operational silos, driving strategic alignment and cross-functional integration.
Own key business metrics end-to-end, establishing mechanisms to monitor, report, and improve performance.
Make effective trade-offs between standardization and flexibility, global consistency and regional responsiveness.
You bring a proven mix of operational and programmatic experience, seamlessly bridging day-to-day execution with long-term strategic program design and delivery.
Partner with Finance, HR, and peer organizations to ensure alignment on headcount planning, investment priorities, and operational targets.
Develop and mentor a high-performing team of program managers, fostering a culture of ownership, continuous learning, and professional growth while building organizational capability across the region.
10+ years of program or project management experience
Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field
7+ years of working cross functionally with tech and non-tech teams experience
Experience working with, presenting to and influencing senior executives up to VP level
Experience leading large teams/operations, including a salaried/hourly workforce, in a rapidly changing customer service, manufacturing, production or distribution environment
Experience presenting complex ideas in writing in the form of authoring white papers, proposals, or other formal strategy documents
Experience working in a fast paced, quickly changing or international environment
Master's degree or above in management, business administration, economics, engineering, marketing
Experience in customer-facing leadership roles, or 4+ years of Amazon experience
Speak, write, and read fluently in Japanese
Experience demonstrating leadership and people management in Customer Service or customer facing roles
Experience in program, project, product management, or leading a product implementation process
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.
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