Program Manager - 6 months contract, Go-to-Market Operations, Amazon Business EU

This is a fixed term contract position until 25/03/2027

Amazon Business is running one of the most ambitious operational transformation programs – and we are looking for an experienced Program Manager to help us execute it across EU5 markets.
Join the Go-to-Market Operations team at the centre of Project Unchained, a program re-engineering how customer issues are identified, investigated, and resolved. This is not incremental improvement – it is a fundamental shift in how Amazon Business supports Account Executives and serves customers at scale.

Own the cross-team coordination and root cause analysis workstream spanning a variety of issue types, multiple partner teams, and a live AI agent build – working directly with Product, Data Science, and Sales leadership.

Operate at the intersection of AI innovation and commercial execution – the evidence you generate feeds directly into the agent build, shaping what gets automated and what gets handed to partner teams, with real and immediate impact on AE productivity and GMS growth.

Key job responsibilities
Customer Issue Resolution and Root Cause Analysis:
Lead the investigation and resolution of complex customer issues that span multiple internal teams. Document root causes and feed findings into both the automation roadmap and partner team process fixes, building the evidence base that determines the permanent solution for each issue type.

Cross-Team Coordination:
Act as the primary coordination point across partner teams to drive resolution of issue types that cannot yet be automated. Maintain the program tracker, prepare weekly status updates, and ensure cross-functional action items are followed through to completion.

AI Agent Launch and Adoption:
Design and deliver the onboarding program for Account Executives during the agent launch window, including daily office hours, reference materials, and hands-on troubleshooting. Monitor agent accuracy, capture edge cases, and feed improvements back into development cycles.

New Issue Intake and Process Design:
Own the intake process for customer issues that fall outside existing procedures, investigating each to determine whether it is a known gap, a new pattern, or a future automation candidate. Build and maintain standard operating procedures across all workstreams, establishing the playbooks that execution contractors will follow.