Senior Program Manager, RBS : Cost to Serve

Amazon strives to be Earth's most customer-centric company, where customers can find and discover anything they want to buy online. Retail Business Services (RBS) accelerates Amazon's growth by improving customer and Selling Partner (SP) experiences, while optimizing costs across Stores WW. RBS operates at the intersection of retail, operations, technology, and finance, ensuring Amazon's systems and processes scale reliably while maintaining a high-quality customer and selling-partner experience.

Cost to Serve (CtS) is a specialized organization within RBS focused on improving Amazon's per-unit economics across the global supply chain. CtS operates on two pillars: defect identification and defect elimination, and partners with WW Operations, Finance, Returns, Concessions, and abuse-related programs to uncover true cost drivers and remove them systematically. The team builds mechanisms that improve cost predictability, strengthen upstream defect visibility, and enable consistent governance across high-impact cost categories, contributing directly to improved Free Cash Flow and scalable business growth.

Are you passionate about building AI-powered automation at scale? Amazon's RBS CtS organization is looking for an experienced Senior Program Manager to lead our Defect Elimination Automation program — the engine responsible for delivering defect automation pipeline that powers our organization’s defect elimination work. This role serves as the primary business counterpart to our tech partners building our defect automation tools, and oversees the team of Business Analysts who co-develop and validate the tool's output.

This leader will define requirements, own the working backward plan for platform milestones, and oversee the daily mechanisms that connect business expertise to technical development. They will manage the continuous feedback loop between BA subject matter experts and the engineering team — holding a high quality bar, making trade-off decisions at design and quality blockers, and escalating to senior leaders when appropriate. The ideal candidate is equally comfortable managing technical product delivery and presenting program health to VP-level leadership, with the judgment to navigate ambiguity in a fast-moving, high-visibility space.

Why You’ll Love This Role

• High Impact at Scale: You'll lead the automation program responsible for 80% of the organization's defect identification pipeline — work that directly shapes the 2027 elimination roadmap across all of RBS.
• Build with Tech: Serve as the key business voice shaping an AI-powered platform from the ground up, defining what good looks like and ensuring the tool meets the bar for downstream adoption.