Senior Program Manager, Relay Operations Center Tech and Operations Integration

Description

The Relay Operations Center (ROC) Tech and Operations Integration (OI) team is dedicated to the development and integration of technology that advances efficiency and elevates operational standards of the ROC. We act as liaison between Amazon Transportation Services (ATS) Product and ROC Ops execution teams, to ensure that tech development aligns with customer needs and operations' priorities at a global scale.

Beyond technology adoption, we build and deploy AI-powered automation that reshapes how disruption management work gets done across the ROC organization.

• Manage full lifecycle of complex cross-functional, tech and automation-related programs with considerable impact across multiple organizations
• Identify, prototype, and scale AI-assisted automation solutions: build proof-of-concept workflows using GenAI/LLM tooling and AI workflow builders, validate them against real operational use cases, and partner with engineering teams to product ionize
• Lead scoping for cross-team AI opportunities, including evaluating external solutions for ROC applicability and assessing how ROC-built tools can scale to other teams and business units
• Partner with engineering, legal, and security stakeholders to ensure AI solutions minimize risk through reliable performance, human-in-the-loop design where appropriate, and standardized integration with the existing tech stack
• Work with various stakeholders to identify goals, roadblocks, gaps, and solutions, with a bias toward automation-first solution design
• Ensure stakeholder policy documentation needs are met internally and externally for our customers' needs
• Develop the overall program strategy (mission, vision, tenets), set objectives, and drive improvements that are quantified with metrics, tactically driving teams in and outside of your organization to deliver
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations (including where LLMs are and are not the right tool), scaling factors, boundary conditions, and reasons behind leadership decisions
• Partner with teams across the business you support and beyond to source, allocate, and coordinate resources
• Partner with internal/external teams and engineering teams to determine what projects move forward and in what priority order, with prioritization grounded in data
• Oversee gaps between teams, processes, and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.)
• Solve ambiguous problems and proactively identify and mitigate risks before they become roadblocks
• Work with program managers, business leaders, and the executive team to communicate and impact critical business initiatives
• Develop, implement, and govern Key Performance Indicator (KPI) reporting for a portfolio of programs, providing visibility to milestones and performance across all projects, including quantified automation impact (e.g., work items deflected, handle-time reduction, decision accuracy)
• Engage other Amazon business units globally to share AI automation best practices and improve end-to-end outcomes for Amazon customers
• Favor automation over human intervention; pursue and deliver enhancements that eliminate the need for manual communication and improve quality
• Prioritize long-term vision over short-term return
• Core understanding of intra-day operations and the broader supply chain middle mile network

The Tech and Operations Integration Senior Program Manager will focus on developing strategy to scale the ATS middle mile network through AI-driven automation and technology standardization. A typical week blends builder work and program work: prototyping an LLM-assisted workflow for a Disruption Management use case, advancing a validated solution toward production with engineering partners, reviewing automation performance metrics with operations stakeholders, aligning with product on the WIMs roadmap, and presenting program status and…