Amazon

Description

Amazon Shipping is seeking a strategic, results-driven Sr. Program Manager to lead support experience and quality improvement workstreams. In this role, you will own end-to-end program management across complex, cross-functional initiatives spanning technology, operations, commercial, and program teams. You will define goals, hold stakeholders accountable to individual deliverables, and ensure all workstreams are aligned and progressing toward broader objectives.

The ideal candidate thrives in ambiguous environments, brings a detailed analytical mindset paired with a think-big attitude, and is a natural self-starter. You are an effective communicator and organizer who can manage multiple stakeholders simultaneously while keeping teams focused and on track.

Key job responsibilities

• Build and own the customer experience and quality charter, driving strategic initiatives that deliver measurable improvements across support programs
• Lead cross-functional program management across tech, product, operations, and commercial teams; define milestones, track progress, and hold stakeholders accountable to goals and individual deliverables
• Design and launch new programs and review mechanisms that improve support quality and customer experience at scale
• Build and maintain strong relationships with key stakeholders, ensuring alignment across internal partner teams
• Lead and/or support development of product and operational requirements in close collaboration with engineering and operations teams
• Author and lead high-judgment documents and business reviews presented to senior leadership, including MBRs, QBRs, and WW VP goal reviews, with clear commentary on program status, risks, and mitigations
• Develop and maintain playbooks and process documentation to standardize and scale customer experience programs
• Navigate ambiguity with confidence, structuring complex problems into clear, actionable plans while managing multiple workstreams simultaneously

About the team

Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Basic Qualifications

• 6+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of database systems and SQL

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, WA, Bellevue - 115,600.00 - 160,000.00 USD annually