Amazon’s Global Real Estate and Facilities (GREF) team is looking for an innovative, results-orientated Program Manager based in London to build and deliver an Integrated Facilities Management (IFM) Operational Enablement and Performance program that enables our Regional Portfolio Management (RPM) teams to deliver a seamless workplace experience.

IFM Operational Enablement and Performance establishes minimum service delivery standards through guidelines for our regional vendor partners. The program delivers regular process updates and improvements through robust change management with IFM teams and key stakeholders, and owns tactical regional 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.

This role offers an exciting opportunity to partner closely with Regional Portfolio Management (RPM) teams to address week-to-week operational challenges, develop strategic roadmaps that enhance productivity and quality, and contribute to long-term program initiatives that scale with Amazon's growing EMEA portfolio. The position functions as a continuous improvement partner for regional IFM teams, collaborating to reduce service delivery defects, optimize costs, increase operational efficiency, and proactively mitigate risks.

The successful candidate is an experienced and engaging professional who will excel within an entrepreneurial culture – providing vision, leadership, and communication – not afraid to dive deep into details. They should also understand the nuance of being approachable, while at the same time consultative – providing direction/recommendations to our regional teams and fostering transparent relationships. The candidate must be able to balance frugality with creativity in offering solutions and approach problem-solving with an emphasis on root cause.

This role requires global travel approximately 10% of the time.

At Amazon, we believe that in-person collaboration is essential to our culture and innovation. While we allow flexibility for personal circumstances, we generally expect employees to work from our offices five days a week. This approach has consistently shown that spontaneous interactions, rapid problem-solving, and the energy of in-person teamwork lead to better results for our customers. In particular, our data shows that teams working together in person are more effective at making complex decisions, onboarding new team members, and fostering the kind of creative collaboration that has driven Amazon's success. The serendipitous hallway conversations and impromptu whiteboarding sessions that happen naturally in an office environment have proven invaluable to our invention process and maintaining our high bar for excellence.




Key job responsibilities

• Lead the development of the Regional IFM Operational Enablement and Performance program including but not limited to: (1) identify and oversee program deliverables; (2) deliver an annual roadmap and set strategic SMART goals; and (3) support the implementation of a technology roadmap.
• Identify, implement and report on continuous improvement program initiatives, leveraging 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 perform oversight of program proposals and implementation. Provide status reports to all stakeholders.
• Ensure organizational alignment in the design and execution of initiatives.
• Implement and monitor global / regional applicable program performance metrics, Key Performance Indicators (KPI) and SLAs that are constantly evolving in line with expected measures of success.
• Drive consistency and quality through robust, scalable and detailed playbooks and processes.
• Leverage existing and emerging AI technologies and automation tools to optimize IFM operational workflows, collaborating with internal technology teams to identify, pilot, and deploy AI-driven solutions that enhance productivity, reduce manual effort, and improve service delivery quality across the EMEA portfolio.
• Routinely connect to external industry, professional bodies and communities, assessing new industry standards, best practices, current/future technology and innovations are adopted into the program.