Senior Program Manager, Hub Delivery Service Standards & Escalations

Saved job description

Are you passionate about turning customer feedback into lasting improvements across a global delivery network? Come join Amazon Hub Delivery, one of Amazon's fastest growing last mile programs, where local delivery partners bring packages to Amazon customers in their own communities.

This Senior Program Manager role is a hybrid between program expansion and executive escalation management. You will take the customer experience program we built in the United States and launch it in Canada, Mexico, and Brazil, partnering with country and worldwide leaders to adapt the program to each market. You will also own the outcomes of escalations that reach Amazon's senior leadership. When a customer or partner issue reaches a VP, our team investigates the root cause and commits to change. You will turn those commitments into delivered results, driving improvements across operations, product, technology, and partner teams, and reporting progress directly to Director and VP-level leaders.

To succeed in this role, you must be well versed in both Amazon Operations and program management. You bring structure to ambiguous problems, influence leaders across many organizations, and write clearly for executive audiences. You deliver with speed and a high standard for quality.

Key job responsibilities

- Lead the launch of the Hub Delivery customer experience program in Canada, Mexico, and Brazil, from planning through steady-state operations

- Build relationships with operations, legal, customer service, and communications leaders in each country and align them on a shared launch plan

- Own delivery of the improvements committed to senior leadership after executive escalations, managing each as a project with clear owners, milestones, and success measures

- Analyze escalation data to identify trends and drive improvements to the program and the customer experience

- Travel up to 25% of the time to Canada, Mexico, and Brazil

A day in the life

You start the day reviewing new customer escalations in the United States and analyzing the data for trends that point to program improvements. Midday, you meet with country points of contact to align on the program launch in Brazil. You finish the day confirming that the action items from an executive escalation are on track and will deliver the results we committed to leadership.

About the team

Amazon Hub Delivery operates in nine countries across the Americas, Europe, the Middle East, Africa, and Asia. Our Quality team sets the standards our delivery partners deliver against and makes sure customers receive a consistent, high-quality experience. We are a small team building a new program from the ground up, and this role will shape how that program grows across the Americas.

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

- Bachelor's degree in supply chain, business, engineering, finance or related technical or quantitative field