ROC WFM Senior Program Manager, Relay Operations Centre

We are seeking an experienced Sr. Program Manager to join the ROC WFM team in Hyderabad. This is a unique Individual Contributor (IC) role that combines two critical functions: Program Management at scale and Real-Time Monitoring (RTM) leadership.
The successful candidate will drive strategic programs across worldwide teams (NA, EU, IN) while simultaneously guiding the RTM team to ensure real-time operational excellence. This role demands a leader who can influence without authority, think backwards from the customer, champion ruthless automation, and operate effectively in ambiguous, fast-paced environments.
You will work at the intersection of operations and technology, partnering with Tech, Operations, Finance, PXT, Product, and ACES teams to deliver outcomes that improve operational efficiency, reduce costs, and enhance the associate and customer experience.


Key job responsibilities
Program Management
• Drive programs at scale across ROC WFM, defining program requirements, milestones, and success metrics
• Own and drive Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR) with senior leadership and cross-functional stakeholders
• Champion ruthless automation — identify manual processes and drive automated, scalable solutions to improve forecasting, demand planning, and operational efficiency
• Scope business and functional requirements for Amazon Tech teams to create and enhance WFM software systems and tools
• Define strategy and operationalize planning to ensure efficient delivery and customer satisfaction
• Apply AI backward thinking — leverage data science and machine learning opportunities to drive predictive and prescriptive WFM solutions
• Systematically escalate problems or variances in data to relevant owners and follow through on resolutions

Real-Time Monitoring & RTM Team Leadership
• Guide and mentor the RTM team, providing direction on real-time monitoring of staffing levels, service levels, and operational adherence across all ROC sites
• Establish and refine RTM processes, SOPs, and escalation frameworks to ensure 24/7 operational coverage
• Monitor real-time performance trends, identify anomalies, and drive immediate corrective actions
• Partner with ACES and Tech teams to identify trends impacting long-term and short-term resource planning
• Drive continuous improvement in RTM tools, dashboards, and alerting mechanisms
• Influence without authority — guide RTM associates and cross-functional partners toward operational excellence without direct reporting authority




About the team
About ROC (Relay Operations Center)
The Relay Operations Center (ROC) is Amazon's central command and control center for Transportation Execution across the Amazon Supply Chain network. Supporting multiple geographies including North America (NA), Europe (EU), and India (IN), ROC ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon fulfillment centers and from fulfillment centers to carrier hubs.
In case of any exceptions during the transportation lifecycle, ROC steps in to resolve the issue and keeps all stakeholders informed. Beyond tactical problem-solving, ROC is charged with understanding trends in network exceptions and automating processes or proposing process changes to streamline operations. This involves network monitoring and significant analysis of network data.
Overall, ROC plays a critical role in ensuring the smooth functioning of Amazon's transportation network and thereby has a direct impact on Amazon's ability to serve its customers on time.

About ROC WFM (Workforce Management)
The Workforce Management (WFM) team within ROC is responsible for ensuring the right people are in the right place at the right time to support 24/7 transportation operations. The WFM function encompasses:
• Volume forecasting and demand planning across all ROC operational sites
• Long-term and short-term capacity planning and resource allocation
• Real-Time Monitoring (RTM) of staffing levels, adherence, and service levels
• Scheduling optimization and shift management across geographies
• Driving automation and AI-powered solutions to enhance planning accuracy and operational efficiency
The WFM team partners closely with Operations, Tech, ACES, Finance, PXT, and Product teams to deliver scalable workforce solutions that support ROC's mission of flawless transportation execution.

Basic Qualifications

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

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

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