Sr. Program Manager, Amazon Shipping, Amazon Shipping

Amazon • Bellevue, WA

1d

About The Position

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.

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.

Requirements

• 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.)

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 database systems and SQL

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

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