Program Manager II, Automation & Vendor Ops, OTS-GSP-TOPS

Amazon is hiring a Program Manager II, Automation & Vendor Ops, OTS-GSP-TOPS in Austin, United States. It pays $82k-$143k a year and Level rates it ; you can apply on Amazon.

Level's read on this job

Uses AI ●●○○ is how Level rates this role: an ordinary role that requires AI tools.
Tools and skills the posting cites include ServiceNow, program management and automation.
Level classifies it as a mid-level role.
Level lists 20,000+ other open roles at Amazon.

AI in this role

Drive automation and AI-assisted workflows for vendor operations and technical support services across Whole Foods stores.

ServiceNow

program-managementautomationworkflow-optimizationvendor-operations

Technical Operations & Partner Services (TOPS) supports 549 Whole Foods Market stores through 12+ technology vendor partners, managing thousands of service operations monthly. Much of this work is still manual — and that's where you come in.

As Program Manager for Automation & Vendor Operations, you'll own the strategy and delivery of automation solutions that eliminate manual touchpoints across vendor management and service delivery. Starting with ServiceNow workflow optimization, you'll design automated ticket routing, SLA monitoring, escalation triggers, and reporting pipelines — then expand into AI-enabled operations like anomaly detection and predictive escalation. You'll partner closely with Service Delivery and Vendor Programs to free Program Managers from operational mechanics so they can focus on strategic vendor accountability.

This is a build-from-scratch opportunity with high visibility to leadership and a direct line to vendor operations impact across the network.

Key job responsibilities
- Own the TOPS Automation Roadmap — maintain a prioritized backlog of automation opportunities ranked by effort vs. impact, and deliver against it
- Map current-state ServiceNow workflows (ticket routing, SLA management, escalation paths, vendor dispatch) and design automated replacements
- Build automated SLA monitoring and escalation triggers that alert Program Managers to at-risk tickets before breach
- Develop automated reporting pipelines that pull ServiceNow data into standardized weekly/monthly outputs without manual intervention
- Extend AI-assisted analysis into vendor management workflows — anomaly detection, predictive escalation, and ticket pattern analysis
- Explore and pilot generative AI applications for vendor communications, QBR preparation, and performance narrative generation
- Define success metrics for each automation initiative (hours saved, error reduction, speed improvement) and track delivery against targets
- Document manual processes with sufficient detail to enable automation design — process maps, decision trees, exception handling
- Build solutions that are maintainable by the TOPS team, not dependent on specialized engineering support
- Coordinate with Vendor Performance Analyst to ensure automated data collection feeds the analytics layer accurately
- Communicate automation progress and ROI to leadership through monthly updates and quarterly business reviews

A day in the life
Your morning starts reviewing the automated overnight SLA monitoring report — three vendors flagged for resolution time drift. The system sent vendor notifications and escalated to the assigned PM. You check the automation dashboard for support process audit confidence and by Mid-morning, you're in a working session with the ServiceNow platform team, configuring a new Flow Designer workflow that will auto-generate weekly vendor compliance summaries — eliminating 4 hours of manual PM work per week. After lunch, you partner with the Vendor Performance Analyst to validate that your automated data feeds are populating the scorecard accurately. You close the day updating the automation roadmap: the QBR auto-preparation pilot showed promising results, and you're drafting the business case to scale it across all 7 vendor programs. Every automation you ship gives a PM back hours they can invest in holding vendors accountable rather than chasing data.

About the team
TOPS is the team that keeps technology running across 549 Whole Foods Market stores — managing 12+ vendor partners and driving accountability through data, not assumptions. Our core tenets say it best: we deep dive with data until it reveals clear insights, we're steamrollers with smiles, and we win as one team. This is a builder's environment — we're actively transforming reactive vendor management into a proactive, predictive operation. If you want ownership from Day 1, high visibility to leadership, and a team that has a little fun while delivering results, you'll fit right in.

Basic qualifications

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams

Preferred qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 81,600.00 - 142,800.00 USD annually
USA, TN, Nashville - 66,800.00 - 116,800.00 USD annually
USA, TX, Austin - 74,200.00 - 129,800.00 USD annually

How we rate this

Program Manager II, Automation & Vendor Ops, OTS-GSP-TOPS at Amazon rates 45 out of 100 for how much of the daily work is AI. That makes it Uses AI (AI Level 2 of 4). The level is about AI in the job, not seniority.

Classification

Uses AI. An ordinary role that requires AI tools.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Program Manager II, Automation & Vendor Ops, OTS-GSP-TOPS is an open job at Amazon.
Level rates this role AI Level 2 of 4: Uses AI.
The listed salary is $82k-$143k a year.
The role is based in US, TX, Austin.
The job was posted on August 18, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Program ManagementAutomationWorkflow OptimizationVendor OperationsServiceNow

Questions you could be asked

Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where automation was part of your work. What did you do?
Tell me about a project where workflow optimization was part of your work. What did you do?
Tell me about a project where vendor operations was part of your work. What did you do?
Walk me through how you've used ServiceNow in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Program Management, Automation, Workflow Optimization, Vendor Operations, and ServiceNow. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Put the AI tool in a bullet point about what you did, not just in a skills list. This role treats it as a required part of the job.

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