Amazon’s Global Real Estate and Facilities (GREF) team is looking for a creative, innovative, results-orientated Program Manager based in Arlington, VA (US) or London (UK) 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 experienced, vibrant, and engaging professional who will excel within an entrepreneurial culture – providing vision, leadership, and communication – not afraid to dive deep into details. They should also understand the nuance of being approachable, while at the same time consultative – providing direction/recommendations to our regional teams and fostering transparent relationships. The candidate must be able to balance frugality with creativity in offering solutions and approach problem-solving with an emphasis on root cause.

This role requires global travel approximately 10% of the time.


Key job responsibilities
• Lead the development of the Global IFM Operational Enablement program including but not limited to: (1) identify and oversee program deliverables; (2) deliver an annual roadmap and set strategic SMART goals; and (3) conceive and implement a technology roadmap.
• Identify, implement and report on continuous improvement program initiatives, leveraging 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 perform oversight of program proposals and implementation. Provide status reports to all stakeholders.
• Ensure organizational alignment in the design and execution of initiatives.
• Develop and build globally applicable program performance metrics, Key Performance Indicators (KPI) and SLAs that are constantly evolving in line with expected measures of success.
• Drive consistency and quality through robust, scalable and detailed guidelines and playbooks.
• Routinely connect to external industry, professional bodies and communities, assessing new industry standards, best practices, current/future technology and innovations are adopted into the program.


- Bachelor's degree
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- 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
- Ability to influence without authority and collaborate across all levels in the Company
- Ability to deal with issues and subject matter in ways that require considerable sensitivity, discretion, and high judgment
- 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

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