Senior Program Manager, Relay Operations Center Tech and Operations Integration

About this role

Description
The Relay Operations Center (ROC) Tech and Operations Integration (OI) team is dedicated to the development and integration of technology that advances efficiency and elevates operational standards of the ROC. We act as liaison between Amazon Transportation Services (ATS) Product and ROC Ops execution teams, to ensure that tech development aligns with customer needs and operations' priorities at a global scale. Beyond technology adoption, we build and deploy AI-powered automation that reshapes how disruption management work gets done across the ROC organization.


ROC Tech and OI is looking for a Senior Program Manager to own strategic, cross-functional programs that deliver internal AI solutions across ROC Global operations. This role owns the journey from validated use case to production-ready tool: identifying high-friction, high-volume workflows, prototyping AI-assisted solutions hands-on (using LLM-based tools, prompt engineering, and low-code/no-code workflow builders), and partnering with engineering teams to scale what works into standardized, compliant global mechanisms. The ideal candidate is comfortable pressure-testing what automation can and cannot do before committing engineering resources, evaluating external AI solutions for ROC applicability, and assessing how ROC-built tools can scale to other teams and business units. Collaborating across tech, operations, and program teams, the Senior Program Manager will standardize tech advancements and drive the adoption of Work Item Management Systems (WIMs) globally. They will monitor program progress, identify risks, and communicate effectively with senior management, providing regular status updates and proposing solutions for challenges encountered. As a champion of ROC Tech and OI's global expansion goals, they will optimize resource allocation and achieve parity through the strategic implementation of Disruption Management technology standardization scaled to new teams and geographie...