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In this role, you will own end-to-end vendor accountability for third-party service partners, co-own the 3P integration roadmap with our SD (ServiceDesk) program leadership, and drive measurable improvements in vendor performance, cost optimization, and operational excellence. You will lead through delegation and influence — pushing back when standards aren't met, demanding more from both your team and external partners, and ensuring your organization operates with the autonomy and rigor expected of senior leaders. This is not a role for someone who wants to execute individual programs. This is a leadership role for someone who builds systems, develops talent, enforces accountability, and represents the organization at the highest levels. If you thrive in high-stakes environments where you must influence without authority, challenge the status quo, and deliver results through others, we want to hear from you.
Key job responsibilities
• Lead and develop a team of 6 program managers (vendor performance management and financial monitoring), setting clear expectations, providing direct feedback, coaching each team member to operate at the top of their level, and developing future leaders within the organization.
• Own vendor accountability across our portfolio — drive contractual enforcement, financial penalties, structured escalations, and performance improvement plans that hold third-party partners to Amazon's bar for excellence.
• Co-own the vendor integration roadmap with ServiceDesk Program leadership, this includes vendor onboarding and ensuring vendor performance outcomes translate directly to store-level impact and field support operations.
• Drive financial governance across vendor programs, including spend forecasting, billing accuracy, credit recovery, and cost optimization initiatives across the portfolio.
• Influence and align cross-functional customers (ServiceDesk, Worldwide Grocery Stores Tech, Finance, Retail Infrastructure, Engineering Support, Whole Foods Stores Operations) without direct authority — push back on poorly scoped asks, challenge assumptions, and represent the team's interests at senior leadership forums.
• Establish and enforce governance frameworks, decision rights, and escalation paths that enable the team to operate with high autonomy while maintaining accountability.
• Deliver executive-level status reporting, strategic recommendations, and business cases to leadership, translating operational complexity into clear decisions and resource allocation.
A day in the life
Start your day reviewing vendor performance dashboards and financial health indicators, identifying where partners are falling short and where your team needs to escalate. You might spend the morning in a strategic alignment session with the ServiceDesk and Supplier Service Delivery program leadership, co-developing the 3P integration roadmap and ensuring field support outcomes are tied to vendor SLA commitments. You could be driving contract enforcement actions against underperforming vendors, co-creating SOPs that standardize service delivery, or identifying new service delivery opportunities in the field for Smart Hands 3P. After lunch, you're coaching a program manager through a difficult vendor conversation — modeling the push-back and directness you expect from your team. Later, you're presenting a vendor performance review to senior leadership, translating complex operational data into clear recommendations and resource asks that deliver the highest value for the customer and the WWGS stores they support.
About the team
Our Organization: Our team sits within Technology Operations & Partner Services (TOPS) in the OTS organization under Global Strategic Planning (GSP), focused on the technology vendor ecosystem that powers Whole Foods Market operations at scale. We manage $27M+ in annual vendor spend across 7 programs serving 12+ technology vendors, ensuring that third-party partners deliver the service quality, reliability, and cost efficiency that our stores depend on.
Our Culture: TOPS operates with a bias for action and an insistence on the highest standards. We are a team that values direct communication, intellectual honesty, and constructive disagreement. We celebrate people who challenge assumptions, bring data to the table, and hold each other accountable. We don't wait for permission — we identify problems, propose solutions, and execute. We take pride in being the team that others trust to get hard things done.
Leadership Style: The hiring manager leads with directness and high autonomy. You will be given clear strategic direction and the authority to execute — but you are expected to own outcomes fully, push back when you disagree, and bring solutions rather than problems. Decisions are made with data and conviction. You will be trusted to lead your team without micromanagement, and in return, you will be held to a high bar for results, team development, and operational excellence. No Surprises - Risks are surfaced early and when blockers arise, they are addressed head-on. Basic Qualifications: - 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements Preferred Qualifications: - Experience managing, analyzing and communicating results to senior leadership
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, TX, AUSTIN - 127,200.00 - 172,100.00 USD annually
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