We are seeking a Senior Program Manager to lead the ‘Andon for All’ charter - expanding Andon to address all customer-impacting defects across the Amazon network. This role requires strong analytical thinking, business acumen and solution design capability to understand complex customer problems, conceptualize them into signals and logic and define the right defect control mechanisms to prevent defects from recurring. The Senior Program Manager will conceptualize defect prevention strategies, convert customer pain points into productized, scalable solutions and onboard these signals into centralized tech platforms. The role demands sufficient technical depth to design solutions, assess feasibility, define business and system requirements through clear BRDs, write PRFAQs and influence system design, while partnering with Tech and Product teams for implementation. Success in this role depends on high influencing ability to align and secure agreement across multiple tech and business teams on defect control and prevention mechanisms. This is a highly ambiguous, high-impact role accountable for protecting customer experience and trust, preventing defect proliferation and driving durable, technology-enabled mechanisms at scale. Key Performance areas: 1) Ambiguity Management; will be working in new environment where there is no clear ‘right’ path or solution defined earlier. 2) Program Development; Developing the strategy and align with leadership. 3) Building Solutions; Developing tech-first solutions for reducing the manual dependency to drive cost-effective and centralized teams. 4) Dive Deep and eliminate Defects; Diving deep on the data, analyzing trends, inputs to provide data driven solutions to permanently eliminate the defects. 5) Stakeholder Management; Understand partner teams’ problems, identify sweet spots to enable premium relationship with key high-level stakeholders such as category leaders, country managers of new MP launches. 6) Deliver Results; Work backwards from the business impact and customer experience to define the steps to followed Basic Qualifications • 8+ years in program management, business strategy, product/program management / strategy roles. • Demonstrated analytical ability and business acumen with proven ability to quantify customer problems, defect trends, and business impact. • Proven ability to design and productize solutions in ambiguous problem spaces, converting customer problems into scalable mechanisms • Strong technical depth with working knowledge of system design, automation, and data-driven platforms • Experience creating strategic documents including 3YPs, PR/FAQs, and BRDs • High influencing ability with demonstrated success collaborating across multiple tech and business teams to drive alignment • Ability to engage deeply with engineering teams on technical trade-offs and solution architecture Preferred Qualifications • Experience building or scaling defect prevention, CX protection, or platform-based mechanisms. • Strong product thinking with the ability to bridge strategy, requirements, and solution design. • Proven track record of influencing without authority across complex, matrixed organizations • Experience with automation, rule-based systems, or ML/GenAI-enabled workflows. • Amazon experience or experience operating in a high-bar, customer-obsessed environment • Background in data science, analytics, or technical program management with system design exposure Key job responsibilities Own the Andon expansion strategy, covering customer-impacting defects across Amazon’s end-to-end network. • Apply analytical thinking and business acumen to understand customer problems at root cause level, quantify defect intensity, recurrence risk, and downstream CX impact • Conceptualize and productize solutions by translating customer problems, defect patterns and trust erosion risks into scalable mechanisms. • Articulate customer problem statements with precision, defect intensity, recurrence risk and downstream CX impact to prioritize interventions. • Design Andon mechanisms (signals, thresholds, triggers, interventions, resolution paths) with a strong understanding of system behavior and operational constraints. • Define business, functional, and system-level requirements for solutions and work closely with Tech/Product teams to shape implementation. • Develop PR/FAQs and Business Requirements Documents (BRDs) with sufficient technical depth that clearly communicate customer problems, proposed solutions and expected business impact to leadership to enable engineering teams to build scalable solutions • Apply technical judgment to assess trade-offs, scalability, automation opportunities, and long-term maintainability of solutions. • Create 3-Year Plans (3YP) that articulate vision, roadmap, and scaling strategy for Andon expansion • Lead pilots, analyze outcomes, and evolve solutions from MVP to scaled adoption across regions and defect classes. • Establish input/output metrics and guardrails tied to defect reduction, customer trust protection, and business impact. • Exercise high influencing ability to collaborate with multiple tech and business teams across Amazon's 11+ VP organizations to align and secure agreement on defect control and prevention mechanisms across Retail, Operations, Customer Experience, Tech, and Product teams A day in the life The job involves collaborating with various teams / business stakeholders to implement identify and work on apt resolutions to improve Cx experience. It will also involve monitoring progress , scaling up initiatives , identify gaps / opportunities that will help streamline the defect framework and represent the program in various Leadership forums ### Basic qualifications - 5+ years of working cross functionally with tech and non-tech teams experience - 5+ years of program or project management experience - 5+ years of delivering cross functional projects experience - Experience defining program requirements and using data and metrics to determine improvements ### 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 Our inclusive culture empowers Amazonians to deliver the best results for our customers. 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