The position involves regular interactions with senior management on status, risks, and opportunities — including GenAI-driven efficiency gains. The Sr. 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 new features, or creates and updates policies or programs.
Key job responsibilities
Process Improvement & Automation
Identify, prioritize, and lead operational excellence initiatives including automation, defect elimination, and process standardization
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
Conduct root cause analysis on operational defects and implement corrective/preventive actions
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
Build and maintain dashboards and reporting mechanisms to track initiative progress and ROI
Conduct regular business reviews (WBR/MBR) to communicate performance trends, risks, and mitigation strategies
Set expectations and establish a culture of operational excellence across the organization
Drive adoption of new tools, processes, and workflows through structured change management
Strategic Planning
Develop the operational excellence roadmap aligned with organizational goals and OP planning cycles
Manage the intake, prioritization, and delivery of OpEx project requests from stakeholders
Track and report on initiative savings, cost avoidance, and productivity improvements
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
Knowledge of general AI tools
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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