Amazon is seeking a Program Manager to join our North American Transportation Customer Delivery Excellence team. This role provides the opportunity for broad exposure to various business, financial, and technical teams within Amazon.

As the owner of key Customer Experience (CX) programs, you will partner with key stakeholders to drive improvements in critical quality metrics for our Amazon Fulfillment Network, focusing on on-time shipping and delivery performance, while ensuring customers continue to access faster delivery promises in the US region.


Key job responsibilities
- Lead high-impact initiatives focused on enhancing fulfillment and delivery service performance.
- Collaborate with data scientists, business intelligence engineers to analyze performance metrics and defect anecdotes, using these insights to propose and implement changes that raise the bar on fulfillment quality and delivery accuracy.
- Leverage process improvement methodologies and data analysis (e.g., Lean, Agile, Kaizen, Six Sigma, Statistical Analysis) to optimize workflows, ensuring that Amazon’s fulfillment centers and transportation teams deliver consistently high-quality results.
- Collaborate with stakeholders across multiple teams—including partner CX teams, Operations, Engineering, Finance—to deliver large-scale, cross-functional projects.
- Manage communication across all program touch-points, ensuring stakeholders are informed, blockers are resolved, and timelines are met with minimal disruption to operational teams.
- Own program documentation, including writing PR/FAQs and narratives for high-visibility strategic efforts.
- Define, establish and lead governing mechanisms for KPIs related to delivery performance, customer promises, and operational excellence, ensuring they align with business requirements.
- Focus on the larger business picture, balancing customer experience, financial objectives, and compliance when making decisions or recommending program adjustments.


About the team
The Customer Delivery Excellence (CDE) team is part of Transportation Execution, composed by program management professionals, data-scientists and business intelligence engineers. The team leverages data and defect anecdotes to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. The team moves at a fast pace and embraces the Amazon culture of work hard, have fun, make history!