Program Manager, Customer Experience (EMEA) , Regional Portfolio Management (RPM) EMEA

DESCRIPTION

Amazon's Global Real Estate and Facilities (GREF) team is looking for an innovative, results-oriented Program Manager based in London. This role will develop and oversee multiple EMEA Workplace programs—including cleanliness, reception, business services, dogs at work, moves, and operational readiness—while establishing minimum experience standards, driving continuous improvement, and leading the implementation of global program strategy across EMEA. The position also contributes to shaping global strategy development.

GREF's Workplace programs envision a future where Amazon employees experience seamless, high-quality workplace services that enhance productivity and wellbeing. Achieving this vision requires policy development, operational excellence, and wide-scale change management to deliver consistent experiences across diverse locations.

The ideal candidate is an experienced and engaging professional who excels in an entrepreneurial culture. They provide vision, leadership, and clear communication while not being afraid to dive deep into details. This person balances approachability with consultative expertise—offering direction and recommendations to EMEA teams while fostering transparent relationships. The candidate must demonstrate creativity within frugal constraints and approach problem-solving with an emphasis on identifying root causes.

This role requires regional travel approximately 5-10% 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

• Support and execute EMEA workplace program strategy in partnership with senior leadership, including but not limited to: (1) identify and oversee program deliverables; (2) align program to GREF's Global 3YR strategy; (3) deliver an annual roadmap and set strategic SMART goals; and (4) support the implementation of technology solutions.

• Partner with senior leadership to align regional execution with global workplace program strategy and organizational priorities.

• Define program requirements, manage vendor partnerships, and oversee service delivery quality while ensuring vendors execute day-to-day operational activities. Establish clear boundaries between strategic program management and vendor-delivered operational services.

• Ensure a consistent experience for our employees, whilst respecting local and cultural nuance. Ensure organizational alignment in the design and execution of initiatives across multiple countries and business units.

• Identify, implement and report on continuous improvement program initiatives, leveraging customer insights to drive change. Prioritize deliverables that impact customers, identifying what requires creation, re-engineering or amendment.

• Define, implement and own global/regional program performance metrics, Key Performance Indicators (KPI) and SLAs that are constantly evolving in line with expected measures of success.

• Oversee and evaluate future program pilots that allow for swift and frugal program changes in response to customer needs, managing vendor execution and performance.

• Develop business cases and secure stakeholder buy-in for program investments, influencing senior leadership across the region.

• Drive consistency and quality through scalable and detailed regional playbooks and processes.

• 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.

BASIC QUALIFICATIONS

• Bachelor's degree

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

• Experience in program or project management

PREFERRED QUALIFICATIONS

• Experience that includes strong analytical skills, attention to detail, and effective communication abilities

• Experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)

• Experience with strong project management skills and the ability to thrive in a fast-paced environment

• Experience handling co