Sr Manager, Programs, APAC Service Delivery

Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service (CS) team is an essential part of that mission. Within CS, the APAC Service Delivery organization operates a complex, multi-country network, delivering world-class customer experiences at scale. We are seeking a Senior Manager to serve as a key regional leader for our Service Delivery programs. This is a highly visible, strategic role that requires orchestrating large-scale operational change and influencing without authority across a broad set of stakeholders, including senior leadership up to VP level. You will design and implement the processes, systems, and structures that enable alignment across countries, sites, and functions, breaking down silos to create consistent, scalable operational excellence across the region. Success requires balancing long-term vision with on-the-ground implementation, deep operational partnership, and the ability to drive sustainable transformation across a complex network. At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture. Key job responsibilities • Own the scoping, planning, and execution of high-impact programs spanning Service Delivery across APAC. • Develop and drive the regional operational strategy, including authoring strategic documents (OP plans, PRFAQs, strategy papers) and presenting to senior leadership up to L10. • Design scalable mechanisms and business rhythms that create consistency across countries, sites, and operational functions while preserving appropriate local fit. • Influence and align stakeholders with competing priorities across regions and functions, building consensus from working-level teams to L10 leaders. • Lead large-scale organizational transformation, developing collaborative cultures while maintaining operational stability across a 3,000+ person network. • Identify and eliminate operational silos, driving strategic alignment and cross-functional integration. • Own key business metrics end-to-end, establishing mechanisms to monitor, report, and improve performance. • Make effective trade-offs between standardization and flexibility, global consistency and regional responsiveness. • You bring a proven mix of operational and programmatic experience, seamlessly bridging day-to-day execution with long-term strategic program design and delivery. • Partner with Finance, HR, and peer organizations to ensure alignment on headcount planning, investment priorities, and operational targets. • Develop and mentor a high-performing team of program managers, fostering a culture of ownership, continuous learning, and professional growth while building organizational capability across the region.