Shuttle Program Manager - Commute

JLL•Seattle, WA

8d•Onsite

About The Position

JLL is seeking a Shuttle Program Manager - Commute to support the delivery of transportation services for Amazon's Global Real Estate and Facilities (GREF) account. This role focuses on ensuring seamless shuttle operations that connect employees across Amazon facilities. The position requires operational excellence, vendor management capabilities, and strong coordination skills to maintain safe, reliable, and efficient employee transportation services. The Shuttle Program Manager will serve as a key operational coordinator, ensuring Amazon employees experience consistent, high-quality commute solutions by managing complex coordination between transportation vendors, internal stakeholders, and facility operations teams. This role combines hands-on program management with analytical rigor, balancing day-to-day operational support with strategic thinking about service optimization, cost efficiency, and continuous improvement. The position plays a critical role in supporting Amazon's commitment to employee experience by ensuring transportation programs run smoothly, safely, and efficiently, while identifying opportunities to enhance service quality and operational performance.

Requirements

2–4 years in transportation demand management (TDM) operations, facilities management, program coordination, or related field with experience supporting corporate shuttle programs, transit operations, or logistics strongly preferred.
Proficiency in Microsoft Excel, PowerPoint, and Word for data analysis and reporting.
Strong numerical aptitude and ability to analyze operational data, identify trends, and draw actionable insights.
Excellent written and verbal communication skills with ability to interact professionally with vendors, stakeholders, and employees at all levels.
Ability to prepare presentations and status reports.
Strong attention to detail with ability to manage multiple priorities simultaneously.
Proven ability to coordinate across multiple teams while maintaining accurate documentation.
Demonstrated ability to think critically, troubleshoot operational issues, and implement effective solutions under time pressure in dynamic operational environments.
Client service orientation with commitment to meeting high standards for operational excellence.
Flexibility to work occasional evening or weekend hours to support operational needs.
Knowledge of DOT regulations and local transportation requirements.
Understanding of safety protocols and regulatory compliance in transportation operations.

Nice To Haves

Previous experience supporting Amazon accounts or working in corporate campus environments with understanding of large-scale employee transportation programs.
Experience with scheduling software, fleet management systems, or transportation management platforms with comfort learning new technology platforms quickly.
Knowledge of transportation regulations and safety requirements with familiarity with sustainability metrics and alternative transportation programs.
Project management certification or training with demonstrated experience managing cross-functional projects or initiatives.
Experience with vendor contract management and procurement processes including monitoring contract compliance and supporting vendor performance evaluations.
Experience creating dashboards or reports to track KPIs using business intelligence tools or advanced Excel capabilities.
Background supporting emergency response protocols or business continuity planning related to transportation operations.
Demonstrated experience identifying and implementing process improvements that resulted in measurable cost savings or service enhancements.

Responsibilities

Support day-to-day management of shuttle transportation programs serving Amazon facilities including coordinating route planning, scheduling, and service adjustments to meet changing demand patterns and facility needs.
Monitor real-time operations to identify and resolve service disruptions promptly while serving as a point of contact for employees, vendors, and internal teams regarding transportation services.
Support implementation of safety protocols and regulatory compliance requirements including ensuring proper documentation of vehicle inspections, driver certifications, and incident reports.
Assist in managing relationships with transportation vendors and shuttle operators by monitoring vendor performance against established KPIs including safety metrics, on-time performance, and service quality standards.
Track and analyze ridership patterns, route utilization, and service efficiency metrics while preparing regular reports on program performance, cost per rider, and service level achievements.
Respond to service inquiries, feedback, and concerns in a timely, customer-focused manner while communicating service changes, route modifications, or schedule updates to affected stakeholders.
Assist in emergency response coordination when transportation incidents occur including coordination with the Amazon BAC and EHS teams to ensure swift resolution and proper documentation.
Identify opportunities to enhance service quality, reduce costs, or improve operational efficiency while supporting pilot programs for new routes, technologies, or service models.
Maintain accurate records of safety incidents, ridership data, service metrics and customer feedback while supporting budget tracking and cost management activities.