Sr Manager, Programs, APAC Service Delivery

Amazon is hiring a Sr Manager, Programs, APAC Service Delivery in Tokyo, Japan. Level rates it ; you can apply on Amazon.

Level's read on this job

Little AI ●○○○ is how Level rates this role: aI is not part of the work.
The posting mentions program management, operational strategy and stakeholder management among its tools and skills.
Level classes it as a senior role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Senior Manager leading regional service delivery programs and operational strategy across APAC.

program-managementoperational-strategystakeholder-managementchange-management

Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service (CS) team is an essential part of that mission. Within CS, the APAC Service Delivery organization operates a complex, multi-country network, delivering world-class customer experiences at scale.
We are seeking a Senior Manager to serve as a key regional leader for our Service Delivery programs. This is a highly visible, strategic role that requires orchestrating large-scale operational change and influencing without authority across a broad set of stakeholders, including senior leadership up to VP level.
You will design and implement the processes, systems, and structures that enable alignment across countries, sites, and functions, breaking down silos to create consistent, scalable operational excellence across the region. Success requires balancing long-term vision with on-the-ground implementation, deep operational partnership, and the ability to drive sustainable transformation across a complex network.

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.

Key job responsibilities
• Own the scoping, planning, and execution of high-impact programs spanning Service Delivery across APAC.
• Develop and drive the regional operational strategy, including authoring strategic documents (OP plans, PRFAQs, strategy papers) and presenting to senior leadership up to L10.
• Design scalable mechanisms and business rhythms that create consistency across countries, sites, and operational functions while preserving appropriate local fit.
• Influence and align stakeholders with competing priorities across regions and functions, building consensus from working-level teams to L10 leaders.
• Lead large-scale organizational transformation, developing collaborative cultures while maintaining operational stability across a 3,000+ person network.
• Identify and eliminate operational silos, driving strategic alignment and cross-functional integration.
• Own key business metrics end-to-end, establishing mechanisms to monitor, report, and improve performance.
• Make effective trade-offs between standardization and flexibility, global consistency and regional responsiveness.
• You bring a proven mix of operational and programmatic experience, seamlessly bridging day-to-day execution with long-term strategic program design and delivery.
• Partner with Finance, HR, and peer organizations to ensure alignment on headcount planning, investment priorities, and operational targets.
• Develop and mentor a high-performing team of program managers, fostering a culture of ownership, continuous learning, and professional growth while building organizational capability across the region.

Basic qualifications

- 10+ years of program or project management experience
- Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field
- 7+ years of working cross functionally with tech and non-tech teams experience
- Experience working with, presenting to and influencing senior executives up to VP level
- Experience leading large teams/operations, including a salaried/hourly workforce, in a rapidly changing customer service, manufacturing, production or distribution environment
- Experience presenting complex ideas in writing in the form of authoring white papers, proposals, or other formal strategy documents
- Experience working in a fast paced, quickly changing or international environment

Preferred qualifications

- Master's degree or above in management, business administration, economics, engineering, marketing
- Experience in customer-facing leadership roles, or 4+ years of Amazon experience
- Speak, write, and read fluently in Japanese
- Experience demonstrating leadership and people management in Customer Service or customer facing roles
- Experience in program, project, product management, or leading a product implementation process

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.

How we rate this

Sr Manager, Programs, APAC Service Delivery at Amazon rates 25 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● 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

Sr Manager, Programs, APAC Service Delivery is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in JP, 13, Tokyo.
The job was posted on August 5, 2026.
Seniority: senior.
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 ManagementOperational StrategyStakeholder ManagementChange Management

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 operational strategy was part of your work. What did you do?
Tell me about a project where stakeholder management was part of your work. What did you do?
Tell me about a project where change management was part of your work. What did you do?

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List these exact terms on your resume: Program Management, Operational Strategy, Stakeholder Management, and Change Management. 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.

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