Description

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.
Leadership Visibility: Own updates to senior leaders on key organizational priorities, with direct influence on how the organization invests in automation long-term.

Key job responsibilities

Tech Partnership & Requirements Definition: Serve as the primary business counterpart to the Mogwai engineering team. Define and prioritize business requirements, translate BA feedback into actionable product inputs, and ensure the platform roadmap reflects CtS priorities.
Working Backward Planning: Own the milestone delivery plan for Mogwai, ensuring the team is on track to deliver against the $6B identification target. Identify risks early, adjust plans proactively, and maintain credible path-to-green narratives for leadership.
BA Team Oversight: Manage the Business Analysts who audit Mogwai outputs and co-develop the tool through iterative feedback. Ensure the feedback mechanism runs smoothly, quality standards are maintained, and BAs are effectively translating domain expertise into model improvements.
Quality & Trade-off Decisions: Hold a high bar on output quality. When design or quality blockers arise, make trade-off decisions that balance speed, accuracy, and adoption — escalating to senior leaders for significant calls.
Senior Leadership Communication: Own goal-level updates for the VP-level defect identification target ($7.5B). Provide regular updates to senior leaders on program health, risks, and milestones. Communicate complex technical progress in business terms.
Mechanism Design: Build and maintain the operating mechanisms (stand-ups, reviews, escalation paths) that keep the BA-to-tech feedback loop running efficiently across time zones and teams.

Basic Qualifications

5+ years of program or project management experience
5+ years of managing stakeholders in cross-functional project experience
Experience working cross functionally with tech and non-tech teams
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Bachelor's degree

Preferred Qualifications

2+ years of leading large complex programs experience
Master's degree, or MBA in supply chain, business, engineering, finance or related technical or quantitative field

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.

Company - ADCI - BLR 14 SEZ

Job ID: A10465577

Senior Program Manager, RBS : Cost to Serve

Senior Program Manager, RBS : Cost to Serve