Sr. Program Manager, AMZL Field Support

Amazon • Nashville, TN

1d • Onsite

About The Position

Amazon is looking for a Senior Program Manager to own device operations, reliability, and performance optimization for critical fleet technology platforms deployed across our last-mile delivery network. This role requires independently managing complex repair programs, vendor performance, and cross-functional partnerships with product engineering teams, OEM partners, and service providers to maximize device uptime and operational readiness. You will work backward from delivery service partner needs to diagnose root causes of device failures, implement systematic repair strategies, and drive continuous improvement initiatives that enhance fleet technology reliability. The ideal candidate will demonstrate strong analytical capabilities to transform device health data into actionable reliability improvements, technical acumen to partner effectively with engineering and OEM teams on hardware and software optimization, and operational excellence skills to manage high-volume repair programs at scale. You will own vendor relationships, establish performance accountability mechanisms, and apply data-driven problem-solving methodologies to resolve complex device failure patterns in fast-paced, ambiguous environments. This position requires experience in program management, vendor operations, and data-driven decision making. You will partner with internal product teams, external manufacturers, and field service providers to develop strategies that minimize device downtime, improve mean time between failures, and maximize technology effectiveness to safely deliver packages to customer doorsteps.

Requirements

• 5+ 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

Nice To Haves

• 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 general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Responsibilities

• Own end-to-end device operations and repair program execution for critical fleet technology platforms across thousands of vehicles
• Manage third-party vendor relationships and performance, including service level agreement enforcement, repair success rate optimization, and cost efficiency improvements
• Partner with product engineering teams and OEM partners to diagnose systemic device failure patterns, influence hardware/software improvements, and accelerate resolution timelines
• Drive device reliability improvements by analyzing failure data, identifying root causes, and implementing preventive maintenance strategies that reduce failure rates
• Establish and monitor key performance indicators including device uptime, repair turnaround time, repair success rates, and vendor performance metrics
• Lead cross-functional initiatives to resolve complex technical issues requiring coordination between field operations, engineering teams, inventory management, and external service providers
• Build automated reporting mechanisms and data pipelines to enable proactive issue identification, trend analysis, and data-driven decision making
• Monitor inventory and parts availability to support repair operations, including stockpile planning, reorder point establishment, and refurbishment workflows
• Drive process improvement initiatives to optimize repair workflows, reduce turnaround time, eliminate waste, and improve first-time fix rates
• Communicate clearly and concisely to senior leadership on program status, device health trends, technical risks, and strategic recommendations

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior