Senior Program Manager, Last Mile Tech SME

Amazon • Nashville, TN

4d

About The Position

At Amazon, we're working to be the Earth's most customer-centric company. To get
there, we need exceptionally talented, bright, and driven people. Amazon
Logistics (AMZL) is seeking a Sr. Program Manager, Tech Subject Matter Expert
(SME) to work within the Last Mile network. The SME works across technology and
operations teams on the prioritization, development, optimization, and
sustainment of the technology and related process in order to positively impact
customer experience while supporting business growth.

The SME team acts as a catalyst for change by driving innovation at the operator
level, prioritizing technology initiatives and supporting engineering design
innovations. As leaders in innovation, SMEs leverage machine learning and
artificial intelligence to transform operational decision-making and unlock new
capabilities across the network. The SMEs strive to be experts in Amazon's
operation systems. They are accountable to delivering world class solutions
through optimizing and reinventing the existing technology.

The SME organization are functional experts on the software tools in a given
process areas and their application in the AMZL network. As a Sr. Program
Manager, you will define the process the team uses to deliver best in class tech
to the field. This team looks for ways to automate human decision making by
influencing Technology to build and update tools that reduce process complexity
to deliver robust processes. You will champion solutions that anticipate
operational needs, reduce manual intervention, and scale intelligent automation
across the Last Mile network.

No two days are the same as a Last Mile Tech SME. You'll own a slice of Last
Mile technology, becoming the domain expert. The work spans three pillars:
Tactical (managing daily escalations and resolving complex technical issues),
Technical (partnering with engineering to develop tech-driven solutions and
optimize systems), and Strategic (building long-term roadmaps defining future
capabilities). You'll translate technical concepts into business-friendly
language, facilitate system adoption through training, and champion innovations
that transform delivery operations.

The Last Mile Tech SME Team drives innovation bridging technology and
operations. Our mission is delivering world-class tools that enhance customer
experience while supporting business growth. We foster a culture of ownership
and experimentation—each member masters their domain while collaborating across
engineering and operations. As innovation leaders, we leverage AI and machine
learning to transform decision-making and unlock new capabilities. Our expertise
is crucial for successful technology rollouts and sustained system effectiveness
across Amazon's Last Mile network.

Requirements

• Bachelor's degree
• 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

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

Responsibilities

• Partner with tech organization on the business requirement documents (BRD)
• Highlights areas of business risk and impact for Technology Team resource allocation and provide input on software design to support lean processes and standard work
• Act as gatekeeper for prioritizing software enhancements and feature requests submitted by the sites and serve as the interface with the delivery stations to drive adoption of changes
• Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes using Lean principles
• Measure and establish standard rates for standard work to be used for labor and capacity planning
• Provide metrics inputs that support compliance of standard work and that drives improvements in cost and quality
• Collaborate with counterparts in other functional areas (Safety, Quality, Learning, Loss Prevention) as well as the Operations Engineering team and DS Launch SME team to drive standardization of core process elements to support network growth and scale

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

What This Job Offers

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