Sr. Program Manager, Worldwide Grocery Stores Programs, OTS Service Desk

The OTS Service Desk for Worldwide Grocery Stores (WWGS-SD) is seeking a Program Manager III to own and drive strategic programs within the WWGS SD Programs pillar. This pillar is responsible for service readiness and transition management, 3P vendor dispatch governance and expansion, and cross-org integration coordination for Worldwide Grocery Sites, the internal technology support function serving Whole Foods Market, Amazon Grocery, and emerging WWGS site types.

In this role, you will independently own a portfolio of cross-functional programs with Kingpin-level scope, hard deadlines, and multi-org dependencies. You will drive platform migration readiness, lead integration workstreams across legacy organizations, mature a proven 3P vendor dispatch model for enterprise-wide expansion, and build service readiness strategies for expanding site types entering the WWGS portfolio. You will represent the WWGS SD Programs pillar in director-level planning, influence stakeholders without authority, and deliver measurable outcomes without requiring constant oversight from your manager.

This is a role for someone who defines the boundaries, builds the programs, and drives strategic outcomes across ambiguous, cross-organizational landscapes.

Key job responsibilities
Own end-to-end program strategy, delivery, and stakeholder management for multiple concurrent programs spanning platform migrations, organizational integrations, and technology readiness initiatives.

Serve as the WWGS SD Programs integration lead for the OTS-WWGS SD unification initiative, ensuring cross-cutting functions (dispatch, vendor management, service readiness, knowledge management) are aligned and merged according to the multi-year integration roadmap.

Produce recurring deliverables: weekly program status documents and flashes for cross-org stakeholders, monthly program reviews (MPRs) for internal OTS SD audience, monthly service readiness calendar updates, and quarterly assessments and business case updates to senior leadership.

Build and maintain stakeholder relationships with OTS Field leadership, OTS DSE (ServiceNow platform team), TOPS QA, GWM/Anchor, WFM Store Operations, 3P vendors/TechNet, and WWGS technology domain owners.

Proactively identify risks, manage dependencies across interconnected programs, and resolve cross-org priority conflicts through influence and negotiation without requiring escalation.

A day in the life
Your day involves a mix of strategic program ownership and cross-org coordination. You might begin with a ServiceNow platform decision forum, representing WWGS operational requirements alongside DSE leads and pushing back on configuration choices that create downstream risk. Mid-morning, you review the weekly intake triage for new service readiness requests, assigning solutioning ownership for undefined asks that have no existing playbook. After lunch, you facilitate an integration alignment meeting with OTS SD peer pillars, driving resolution on competing process designs. You close the day reviewing program readiness timelines with upstream delivery teams, identifying gaps before they become blockers.

You operate with minimal direction. You bring solutions, not questions. You escalate only when genuine disagreement requires leadership intervention. You own the outcome.

About the team
The WWGS SD Programs pillar sits within the OTS Service Desk organization, which provides technology support to Worldwide Grocery Sites including Whole Foods Market and Amazon Grocery.

The team operates at the intersection of multiple organizations: OTS Field, OTS DSE, TOPS, Worldwide Grocery Stores Technology (WWGST), WFM Store Operations, and 3P vendor partners. We are in a period of significant transformation as WWGS SD integrates with the broader OTS Service Desk into a unified support organization, while simultaneously supporting new site type launches and expanding vendor dispatch capabilities. This role is central to that transformation.

Basic Qualifications

- 5+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- Experience managing multiple internal stakeholders and advising cross-functional teams
- Experience in resolving conflicts and set appropriate expectations with customers

Preferred Qualifications

- 2+ 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
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.