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Description

Amazon’s Global Real Estate and Facilities (GREF) team is looking for a results-orientated Program Manager based in Arlington, VA (US) to envision, build and deliver an Integrated Facilities Management (IFM) Operational Enablement program that enables our Regional Portfolio Management (RPM) teams to deliver a seamless workplace experience.

IFM Operational Enablement establishes minimum service delivery standards through playbooks and guidelines for our global vendor partners. The program delivers regular process updates and improvements through robust change management with IFM teams and key stakeholders, and owns tactical global programs that enable IFM teams to deliver a high-quality customer experience. The program validates the compliance and effectiveness of standards / guidelines, utilizing operational data to identify trends and improvement opportunities. The program partners with GREF Learning to develop customized learning and development paths for IFM roles focused on building a strong culture of customer obsession, ownership and trust.

The role is an exciting opportunity to tackle week-to-week operational hurdles, strategize and create roadmaps that will improve productivity and quality, and engage in long term program pipelines to build for Amazon’s scale.

The successful candidate is an engaging professional who is passionate about diving deep into details. You have a proven track record of driving quality improvement initiatives, and have a strong analytical and data drive approach to identifying and resolving quality issues, with familiarity in metrics and performance indicators. You are able to develop and monitor the implementation and effectiveness of standards, guidelines and QA processes. You are comfortable navigating cross-functional collaboration and managing multiple stakeholders.

This role requires global travel approximately 5% of the time.

Key job responsibilities

• Create and shape global IFM documentation (policies, guidelines and standards) ensuring that they are accurate, high-quality, consistent and relevant.

• Develop program performance metrics, building regular mechanisms to monitor and report, whilst integrating into the wider rhythm of business.

• Work with internal teams to identify areas for improvement and opportunity through defects and institute mechanisms to scale defect resolution across multiple teams. Leverage customer insights and deep dives to drive change. Prioritize deliverables that impact customers, identifying what requires creation, re-engineering or amendment.

• Coordinate programs along a critical path and own global IFM programs. Provide status reports to all stakeholders.

• Routinely connect to external industry, professional bodies and communities, assessing new industry standards, best practices, current/future technology and innovations.

Basic Qualifications

• 3+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• Proven decision making and problem-solving capabilities with strong follow up skills and attention to detail

• Excellent oral and written communication skills with exceptional ability to translate ideas and thoughts into written documents

• Demonstrated exceptional project management, organization and planning skills applied in a fast paced, multi-tasking environment

• Team player, comfortable working with ambiguity and willing to take on incremental responsibilities

• Able to build constructive and effective relationships and use them to maneuver through complex situations

• Can present ideas and directions that lead others to action, demonstrates strong listening, written and oral communication skills

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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.