{"id":4269572,"url":"https://alion.io/job/amazon-senior-program-manager-support-operations","title":"Senior Program Manager, Support Operations","company":{"id":19,"name":"Amazon","domain":"amazon.com","url":"https://alion.io/company/amazon","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":78,"open_postings":4651,"ghost_share":0.001,"stale_share":0.889,"repost_share":0.003,"time_to_fill_p50_days":31,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Luxembourg City, Luxembourg"],"countries":["LU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T23:20:04Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Global Real Estate and Facilities (GREF) organization seeks a Sr. Program Manager to serve as the central point of contact between Support Operations and our EMEA stakeholders, partnering on what gets prioritized, aligning both teams on where to focus, and ensuring the right teams are activated to deliver results. \nAs a critical part of the Support Operations Enablement team, you will operate across two pillars - Activation and Insights -identifying opportunities and building roadmaps that prioritize the highest-impact, mobilizing partner teams to deliver results. Success is measured by defects removed and improvements actioned, not recommendations made.\nActivation: Cross-Functional Execution & Regional Partnership\nBuild trust-based partnerships. Earn credibility across Regional Teams, Business Intelligence, Technology, Operations, and Design and Construction by deeply understanding each team's priorities and constraints.\nChampion regional context and drive measurable improvement. Regional support operations will improve because you embedded close to frontline teams, diagnosed site-level defect drivers, and activated the right partners to resolve them.\nInfluence regional roadmaps. You will shape what gets worked on by bringing data-backed recommendations to Regional Portfolio Management (RPM) and Support Ops leadership, providing a critical voice in prioritization and tradeoff conversations.\nOperate as connective tissue and close feedback loops. Serve as the bridge across Regional Portfolio Management (RPM) and Support Operations. Carry regional knowledge, frontline patterns, and operational context back to Support Ops, and keep RPM updated on critical Support Ops workstreams. \nManage the activation intake. When launching initiatives, advise stakeholders on which Support Operations teams to engage (e.g. Customer Insights for research, Help Desk for service support, Communications for change management) with clear lead times and SOPs. Insights: Opportunity Diagnosis & Decision Enablement\nOwn the business review cadence. Design and run MBR/QBR mechanisms that enable leadership to track performance against targets, identify risks, and adjust course transparently.\nBuild low-friction decision infrastructure. Develop nimble frameworks that improve decision quality and craft data-backed narratives that secure leadership commitment.\nReshape prioritization. Your analyses will challenge leadership assumptions with data, sizing the most impactful opportunities across listening channels: service requests, performance metrics, employee feedback, and operational costs.\nSurface non-obvious patterns. Diagnose the drivers behind key KPIs and vendor performance gaps that conventional reporting misses.\nUse AI to drive analytical speed and scale. Leverage AI within a broader analytical toolkit to accelerate pattern recognition and enable predictive insights. Key job responsibilities\nServe as the central point of contact for EMEA regional teams, translating inputs from frontline operations, RPM strategic initiatives, and Support Operations expertise into a cohesive view of priorities and ensuring alignment across both organizations\nDesign and run monthly and quarterly business reviews that drive accountability, highlight obstacles, and align leadership on course corrections\nBuild and maintain the defect reduction roadmap in partnership with RPM; align on prioritization and track progress against targets\nStand up and manage the Support Ops activation intake process - routing initiatives to the right owners with clear lead times, SOPs, and dependency tracking\nDiagnose vendor performance gaps alongside RPM and Vendor Performance, surfacing drivers during business reviews and activating corrective action through the right Support Ops teams\nServe as the regional Enablement partner for EMEA, embedding close to frontline teams while coordinating cross-regionally on multi-market initiatives\nBuild repeatable artifacts and processes that eliminate friction and accelerate both insight generation and activation across recurring opportunity types\nBasic qualifications\n- Experience in program or project management\n- Experience using data and metrics to determine and drive improvements\n- Experience owning program strategy, end to end delivery, and communicating results to senior leadership\n- Experience with roadmap strategy and definition\n- Track record of earning trust and building productive partnerships with stakeholders across diverse functions (e.g., Operations, Finance, Technology, BI) by deeply understanding their priorities and constraints\n- Exceptional written and verbal communication skills, with the ability to distill ambiguous, multi-source data into concise narratives that drive decisions and influences actions across all levels\n- Knowledge of general AI tools and demonstrated ability to apply AI-powered analytics to surface insights and inform decision-making\nPreferred qualifications\n- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field\n- Experience leading process improvements\n- Experience serving as a liaison or embedded partner across central and regional teams in a global organization, with a track record of translating local context into actions\n- Experience building and running business review mechanisms (MBR/QBR) with senior stakeholders\n- Track record of standing up new processes or intake mechanisms from scratch in ambiguous environments\nAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.\nOur 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.","description_format":"text","description_chars":6499,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Advertising","Logistics","Streaming & OTT Platforms"],"lifecycle":[{"event":"open","at":"2026-11-13T17:17:56Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":32,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-11-13T23:59:41Z"},"pay":null,"html_url":"https://alion.io/job/amazon-senior-program-manager-support-operations","json_url":"https://alion.io/job/amazon-senior-program-manager-support-operations.json","meta":{"generated_at":"2026-11-13T23:59:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":47840,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19},"rest":"https://alion.io/mcp/rest/get_company?id=19"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famazon-senior-program-manager-support-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famazon-senior-program-manager-support-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famazon-senior-program-manager-support-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amazon-senior-program-manager-support-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famazon-senior-program-manager-support-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4269572}},{"tool":"search_jobs","arguments":{"company":"amazon.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4269572},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}