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Senior Program Manager, iSCC SME



Multiple locations · Austin, TX, USA · Texas, USA
Posted on Wednesday, February 7, 2024


Have you ever ordered a product on Amazon and when that box with the smile arrived you wondered how it got to you so fast? Have you wondered where it came from and how much it cost Amazon to deliver it to you? If so, the WW Amazon Logistics (AMZL) Tech SME team is for you. We partner directly with software teams to develop the future of AMZL and manage the delivery of tens of millions of products every week to Amazon’s customers.

The Tech SME team acts as a catalyst for change by driving innovation at the operator level, prioritizing technology initiatives and supporting engineering design innovations. Tech 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 Tech SME organization are functional experts on the software tools in given process areas and their application in the AMZL network. A successful manager in this organization has strong program management experience to 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.

Amazon is seeking a Sr. Program Manager within the Manager and Associate Experience space to work within Amazon Logistics (AMZL).

**Travel approximately 25% to covering WorldWide.

Key job responsibilities
Work closely with the tech organization to document and drive upcoming changes, leveraging tools such as business requirement documents (BRDs) to ensure seamless integration with the existing system.

Identify areas of business risk and impact that could affect resource allocation and provide input on software design to support improved processes and standard work.

Prioritize software enhancements and feature requests submitted by the sites and serve as the interface with delivery stations to drive adoption of changes.

Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes, with a specific focus on enhancing the capabilities of the machine learning system.

Provide metrics inputs that support compliance with standard work and drive improvements in cost and quality, ensuring that the system meets or exceeds industry standards.

Analyze existing SQL queries for performance improvements and make necessary adjustments to optimize the system's performance.

Collaborate with counterparts in other functional areas (Safety, Quality, Learning) as well as the Operations Engineering team and Delivery Station (DS) teams to drive standardization and support network growth and scale, with an eye towards maximizing the effectiveness of the machine learning system.

Provide regular, concise updates to Tech SME leadership on the progress of the system's development and its potential impact.

Establish target conditions for pain points within the delivery network and assess the financial impact of these pain points, as part of an ongoing effort to improve the system's accuracy and effectiveness.

Act as the primary gatekeeper for change management processes in the assigned areas, ensuring that all changes are in line with the overall vision and strategy for the machine learning system.

About the team
The Tech SMEs work 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.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Bellevue, WA, USA | Nashville, TN, USA | New York, NY, USA


- 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


- 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit Applicants should apply via our internal or external career site.