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Description

Amazon is seeking a Program Manager to join our North American Transportation Customer Delivery Excellence team. This role provides the opportunity for broad exposure to various business, financial, and technical teams within Amazon.

As the owner of key Customer Experience (CX) programs, you will partner with key stakeholders to drive improvements in critical quality metrics for our Amazon Fulfillment Network, focusing on on-time shipping and delivery performance, while ensuring customers continue to access faster delivery promises in the US region.

Key job responsibilities

• Lead high-impact initiatives focused on enhancing fulfillment and delivery service performance.

• Collaborate with data scientists, business intelligence engineers to analyze performance metrics and defect anecdotes, using these insights to propose and implement changes that raise the bar on fulfillment quality and delivery accuracy.

• Leverage process improvement methodologies and data analysis (e.g., Lean, Agile, Kaizen, Six Sigma, Statistical Analysis) to optimize workflows, ensuring that Amazon’s fulfillment centers and transportation teams deliver consistently high-quality results.

• Collaborate with stakeholders across multiple teams—including partner CX teams, Operations, Engineering, Finance—to deliver large-scale, cross-functional projects.

• Manage communication across all program touch-points, ensuring stakeholders are informed, blockers are resolved, and timelines are met with minimal disruption to operational teams.

• Own program documentation, including writing PR/FAQs and narratives for high-visibility strategic efforts.

• Define, establish and lead governing mechanisms for KPIs related to delivery performance, customer promises, and operational excellence, ensuring they align with business requirements.

• Focus on the larger business picture, balancing customer experience, financial objectives, and compliance when making decisions or recommending program adjustments.

About the team

The Customer Delivery Excellence (CDE) team is part of Transportation Execution, composed by program management professionals, data-scientists and business intelligence engineers. The team leverages data and defect anecdotes to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. The team moves at a fast pace and embraces the Amazon culture of work hard, have fun, make history!

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.