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.