Senior Program Manager, PMO, Relay Product Excellence

Were looking for a Senior Program Manager to lead Relay Product Excellences Project Management Office (PMO) and drive operational excellence across our organization. This role is critical as we scale our operations and implement transformative initiatives that directly impact our ability to deliver for customers. Youll be the strategic partner who turns ambitious goals into executable plans builds the framework that enable teams to succeed and ensures were always raising the bar on how we work.
As our PMO leader youll own the strategic planning processes that guide our organizations directionfrom multi-year roadmaps to quarterly business reviews. Youll establish governance frameworks that bring clarity to complex initiatives build program management methodologies that scale across teams and drive process improvements that eliminate waste and accelerate delivery. This isnt about managing projects in isolation; its about creating the infrastructure and mechanisms that help the entire organization execute with precision.
The ideal candidate thrives in ambiguity can simplify complex problems into actionable plans and knows how to influence without authority. Youll need to be equally comfortable presenting to senior leadership and rolling up your sleeves to map processes with frontline teams. Your ability to build relationships across organizational boundaries drive data-driven decision making and lead change management efforts will be essential to your success.


Key job responsibilities
Key Responsibilities:
Strategic Planning & Resource Management
Own and manage critical strategic planning processes including multi-year roadmaps quarterly business reviews and initiative prioritization frameworks
Lead Monthly Resource Reviews and operational planning cycles ensuring alignment between strategic objectives and resource allocation
Develop scenario planning frameworks and gearing ratio standards to support capacity planning and demand forecasting
Establish PMO governance frameworks and mechanisms that drive operational excellence and ensure visibility across all strategic initiatives

Process Design & Documentation
Conduct comprehensive process mapping to document and analyze end-to-end workflows across the organization
Develop document and maintain Standard Operating Procedures (SOPs) for all team processes with clear ownership and accountability
Implement version control and regular review cycles for process documentation to maintain accuracy and relevance

Program Execution & Delivery
Build and implement robust program management methodologies that ensure timely delivery of complex cross-functional initiatives at scale
Own end-to-end program delivery from requirements definition through execution ensuring alignment with business objectives
Establish validation checkpoints escalation paths and communication cadences that keep stakeholders informed and initiatives on track

Stakeholder Engagement
Identify and map all process stakeholders across the organization to ensure comprehensive engagement
Ensure all SOPs are reviewed and approved by relevant stakeholders through structured governance processes
Conduct regular stakeholder reviews and feedback sessions through Weekly Business Reviews (WBR) Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR)
Communicate progress and outcomes effectively to leadership at all levels making data-driven recommendations to align with strategic goals

Change Management & Adoption
Lead change management efforts to ensure successful adoption of new processes tools and technologies across the organization
Partner with global teams and regional stakeholders to evaluate and implement best practices and drive standardization
Develop communication strategies and engagement plans to support organizational transformation initiatives

Training & Knowledge Management
Design and deliver comprehensive onboarding programs for new hires that accelerate time-to-productivity
Create role-specific training modules and certification programs aligned with organizational competencies
Develop ongoing training initiatives for existing team members to support continuous skill development
Maintain training materials and ensure they reflect current processes tools and best practices
Track training completion rates and effectiveness metrics to measure learning impact
Implement knowledge management systems and best practice sharing mechanisms to scale organizational learning

Performance Monitoring & Analytics
Define and track Key Performance Indicators (KPIs) for all processes with clear targets and accountability
Implement regular performance review cycles to monitor progress and identify improvement opportunities
Create dashboards and reporting mechanisms for performance visibility across all levels of the organization
Conduct root cause analysis for performance gaps and develop targeted improvement plans

Quality Assurance & Compliance
Implement corrective and preventive action (CAPA) processes to address issues systematically
Ensure regulatory and internal compliance requirements are met through robust controls and documentation
Establish quality gates and checkpoints throughout program lifecycles to ensure deliverable quality

Team Leadership & Capability Building
Provide strategic direction and mentorship to PMO team members building capabilities in program management process improvement and strategic thinking
Foster a collaborative innovative and data-driven culture within the PMO and across partner teams
Develop team members skills through coaching feedback and growth opportunities


- Bachelors degree or above in Operations Business Project Management or Engineering
- Experience that includes strong analytical skills attention to detail and effective communication abilities or experience in SQL Server/MySQL
- 7 years of experience in program/project management or PMO leadership roles
- Proven track record of establishing and managing PMO governance frameworks and mechanisms
- Experience managing strategic planning processes and documentation (e.g. multi-year roadmaps business reviews quarterly planning)
- Demonstrated experience leading organizational change management initiatives and driving adoption of new processes
- Strong stakeholder management experience across multiple organizational levels including senior leadership
- Experience building and implementing program management methodologies and process improvement frameworks
- Proven ability to manage complex cross-functional programs at scale with measurable business impact
- Experience using data and metrics to determine and drive improvements
- Experience developing and maintaining SOPs process documentation and governance frameworks
- Track record of designing and delivering training programs with measurable effectiveness

- Experience in business process improvement Lean or Six Sigma
- Masters degree MBA or PMP certification
- 10 years of program management experience with increasing scope and complexity
- Experience in operations supply chain logistics technology or e-commerce environments
- Experience working in global/matrix organizations with distributed teams
- Experience with resource planning capacity management and demand forecasting
- Track record of driving digital transformation initiatives and implementing new tools/technologies
- Experience developing and delivering executive-level presentations and business documents
- Demonstrated ability to work in ambiguous fast-paced environments and drive clarity through complexity
- Experience with compliance management audit processes and quality assurance frameworks
- Background in learning and development instructional design or organizational development

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.