Sr. Program Manager, Operations, Amazon
London, England, GBR
On-site
Permanent
13 Applications
Job description
Amazon's automotive business is looking for a Senior Program Manager within the Support Operations and Programs (SOAP) team to serve as the single-threaded owner for a regional market. This role sits at the intersection of Operations Program Management, Process Improvement, and International Operations, requiring someone who can drive operational excellence across a regional market while continuously raising the bar.
You will own end-to-end operations for your assigned market: implementing SOAP policies and processes, monitoring performance, diagnosing systemic issues through root cause analysis, and partnering with cross-functional teams to deliver scalable solutions. You will serve as the SOAP connective tissue between regional and central teams, as well as external partners (dealers, third-party services, regulatory bodies), ensuring the customer experience meets Amazon's high bar.
You will evaluate what works across markets, what needs adaptation, and what must be purpose-built for the local regulatory and consumer landscape. You will also contribute to international expansion efforts, building repeatable frameworks and mechanisms that scale beyond a single geography. The ideal candidate is a systems-level thinker who leads with data, thrives in ambiguity, and has a track record of delivering cross-functional programs at scale.
Key job responsibilities
Operations Program Management
- Implement, localize, and enforce operational policies and standard operating procedures for the international markets, partnering with Legal, Compliance, and Policy teams to ensure alignment with regional regulations.
- Build and maintain telemetry that provides leadership clear visibility into regional performance. Track progress against goals, surface risks and opportunities early, and ensure data is accurate and actionable.
- Monitor key performance indicators across the customer journey (pre-purchase, purchase, post-purchase, dealer operations) and take ownership of closing gaps when performance deviates from targets.
- Partner with cross-functional stakeholders (Product, Engineering, Customer Service, Dealer Operations, Finance) to resolve dependencies, remove blockers, and keep teams moving together on shared priorities.
Process Improvement & Root Cause Analysis
- Analyze customer contact, escalation, and concession patterns, customer effort signals, and resolution data to identify cross-cutting failure modes and improvement opportunities.
- Drive continuous improvement through root cause analysis on systemic issues, partnering with regional and central teams to design and implement durable corrective actions rather than one-off fixes.
- Define and own a measurement framework that connects operational quality to customer outcomes; use metrics to prioritize investments and quantify impact.
- Leverage technology and automation (including AI-driven tooling) to increase operational efficiency, reduce manual intervention, and enable high-velocity decision making.
Launch & International Expansion
- Support region launches by defining business requirements, success criteria, and rollback triggers in partnership with SOAP, Product, Engineering, and regional stakeholders.
- Assess operational readiness to ensure SOAP is prepared for launch and sustained operations.
- Build repeatable launch frameworks, playbooks, and mechanisms that can scale to other regions.
- Communicate operational changes and launch milestones to senior leadership through clear, actionable narratives and structured program updates.
A day in the life
You start your morning reviewing operational dashboards to review order volumes, contact rates, and triaging overnight escalations. By mid-morning, you're leading a working session with product and engineering to turn an operational gap into a requirements doc. After lunch, you sync with a dealer partner on process questions ahead of a regional rollout. In the afternoon, you facilitate a cross-functional meeting with Customer Service, Legal, and Payments to unblock a financing workflow. You close the day drafting the weekly operations narrative for the business review.
About the team
The Support Operations and Programs (SOAP) team ensures every customer touchpoint across Amazon's automotive business runs smoothly. We own support operations, operational policy, process design, performance monitoring, and continuous improvement, partnering cross-functionally with tech and non-tech teams to deliver a reliable, high-quality customer experience at scale.
You will own end-to-end operations for your assigned market: implementing SOAP policies and processes, monitoring performance, diagnosing systemic issues through root cause analysis, and partnering with cross-functional teams to deliver scalable solutions. You will serve as the SOAP connective tissue between regional and central teams, as well as external partners (dealers, third-party services, regulatory bodies), ensuring the customer experience meets Amazon's high bar.
You will evaluate what works across markets, what needs adaptation, and what must be purpose-built for the local regulatory and consumer landscape. You will also contribute to international expansion efforts, building repeatable frameworks and mechanisms that scale beyond a single geography. The ideal candidate is a systems-level thinker who leads with data, thrives in ambiguity, and has a track record of delivering cross-functional programs at scale.
Key job responsibilities
Operations Program Management
- Implement, localize, and enforce operational policies and standard operating procedures for the international markets, partnering with Legal, Compliance, and Policy teams to ensure alignment with regional regulations.
- Build and maintain telemetry that provides leadership clear visibility into regional performance. Track progress against goals, surface risks and opportunities early, and ensure data is accurate and actionable.
- Monitor key performance indicators across the customer journey (pre-purchase, purchase, post-purchase, dealer operations) and take ownership of closing gaps when performance deviates from targets.
- Partner with cross-functional stakeholders (Product, Engineering, Customer Service, Dealer Operations, Finance) to resolve dependencies, remove blockers, and keep teams moving together on shared priorities.
Process Improvement & Root Cause Analysis
- Analyze customer contact, escalation, and concession patterns, customer effort signals, and resolution data to identify cross-cutting failure modes and improvement opportunities.
- Drive continuous improvement through root cause analysis on systemic issues, partnering with regional and central teams to design and implement durable corrective actions rather than one-off fixes.
- Define and own a measurement framework that connects operational quality to customer outcomes; use metrics to prioritize investments and quantify impact.
- Leverage technology and automation (including AI-driven tooling) to increase operational efficiency, reduce manual intervention, and enable high-velocity decision making.
Launch & International Expansion
- Support region launches by defining business requirements, success criteria, and rollback triggers in partnership with SOAP, Product, Engineering, and regional stakeholders.
- Assess operational readiness to ensure SOAP is prepared for launch and sustained operations.
- Build repeatable launch frameworks, playbooks, and mechanisms that can scale to other regions.
- Communicate operational changes and launch milestones to senior leadership through clear, actionable narratives and structured program updates.
A day in the life
You start your morning reviewing operational dashboards to review order volumes, contact rates, and triaging overnight escalations. By mid-morning, you're leading a working session with product and engineering to turn an operational gap into a requirements doc. After lunch, you sync with a dealer partner on process questions ahead of a regional rollout. In the afternoon, you facilitate a cross-functional meeting with Customer Service, Legal, and Payments to unblock a financing workflow. You close the day drafting the weekly operations narrative for the business review.
About the team
The Support Operations and Programs (SOAP) team ensures every customer touchpoint across Amazon's automotive business runs smoothly. We own support operations, operational policy, process design, performance monitoring, and continuous improvement, partnering cross-functionally with tech and non-tech teams to deliver a reliable, high-quality customer experience at scale.
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