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Service Desk Manager III, Program Management - Continuous Improvement, OTS Global Service Desk - Strategy COE

Amazon· OTS Global Service Desk - Strategy COE
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Hybrid (Austin, TX), Hybrid (Nashville, TN), Hybrid (Bellevue, WA)$127.2k - $172.1kFull-timePosted 4mo ago

About the role

Lead and build a team to translate strategic program design into measurable operational results for the Service Desk, focusing on AI Enablement, Defect Elimination, CSAT, Knowledge Management, and related continuous improvement initiatives while maintaining SLA compliance and capacity management.

Responsibilities

  • Own end-to-end delivery of concurrent strategic programs with complex technical dependencies and cross-functional stakeholder coordination. Ensure all projects deliver on time, within budget, with quality outcomes and controlled scope. Establish charter programs with tracking, reporting, risk management, and milestone governance frameworks.
  • Build and scale a team of Program Managers and IT SMEs capable of delivering complex programs independently on a global scale. Develop clear career pathways and PM conversion opportunities. Position team as technical capable program experts through artifact quality and delivery excellence.
  • Interface with OTS and Amazon partner teams owning critical dependencies. Unblock deliverables and force multiple projects to stay on track with Day 1 culture. Bridge the gap between strategic program design and operational execution to ensure consistent delivery outcomes that meet customer expectations.
  • Defect Elimination, Quality Framework, AI Enablement, CSAT Strategy, Training Framework, Capacity Management, and Knowledge Management programs. Position Service Desk as AI center of excellence and KB-led organization.
  • Drive MTTR reduction, maintain SLA compliance, achieve measurable process efficiency gains. Ensure zero under staffing incidents during peak periods and maintain utilization through predictive capacity models.
  • A day in the life: review program health dashboards, unblock stakeholders, plan strategic roadmaps, protect scope and quality, build governance frameworks and career pathways from scratch.

Qualifications

  • 5+ years of working cross functionally with tech and non-tech teams experience
  • 5+ years of team management experience
  • 5+ years of cross functional project delivery experience
  • 5+ years of program or project management experience
  • Experience defining program requirements and using data and metrics to determine improvements

Skills

Required:Program managementTeam leadershipStakeholder managementData-driven decision making
Nice to have:AI enablementDefect elimination

Benefits

  • Medical, Dental, and Vision Coverage
  • Maternity and Parental Leave Options
  • Paid Time Off (PTO)
  • 401(k) Plan
  • Sign-on payments and RSUs (as part of total compensation)
  • Health insurance and other voluntary benefits (as described)
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

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