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Description

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.



Key job 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

About the team
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.