Sr. Program Manager, AMZL Field Support

Amazon is looking for a Senior Program Manager to lead service strategy, vendor performance management, and customer satisfaction for fleet safety and technology devices across our last-mile delivery network. This role requires independently managing complex, cross-functional programs including third-party vendor expansion, new product integration, and operational excellence initiatives. You will work backward from delivery service partner needs, partnering with product teams, field operations, external manufacturers, and service providers to scope efforts, set priorities, drive timely decisions, and deliver results that improve device uptime and service performance. The ideal candidate will demonstrate strong analytical capabilities to transform device health data into actionable insights, relationship-building skills to navigate diverse stakeholder groups across operations and engineering, and the ability to accelerate progress by identifying blockers, clearing obstacles, and escalating appropriately. You will own vendor relationships at scale, manage recurring operational reporting processes, and apply process improvement methodologies to increase team efficiency and delivery speed in fast-paced, ambiguous environments. This position requires experience in customer focus, program management, and data-driven decision making. You will partner with internal and external stakeholders to develop strategies that minimize device downtime, reduce service costs, and maximize operational readiness to safely deliver packages to customer doorsteps., * Manage complex, cross-functional programs for device service expansion, vendor transitions, and operational excellence initiatives across hundreds of delivery locations

• Own third-party vendor relationships and performance management, including contract negotiations, service level agreement enforcement, and cost optimization
• Lead new product integration efforts by establishing service readiness requirements, repair workflows, vendor training programs, and performance metrics before scaled deployment
• Partner with stakeholders to secure resources, scope efforts, set program priorities and milestones, and drive delivery to meet challenging business goals
• Own recurring operational reporting processes including data analysis, vendor performance tracking, device health monitoring, and stakeholder communication
• Drive crisp and timely decisions by facilitating productive discussions, clearing blockers, and escalating appropriately to maintain program momentum
• Apply process improvement methodologies to optimize cross-team workflows, reduce service turnaround time, and improve delivery efficiency
• Manage strategic transitions from legacy service models to consolidated vendor networks, ensuring seamless migration with minimal operational disruption
• Communicate clearly and concisely to managers and cross-functional stakeholders on program status, risks, trade-offs, and decisions
• Build and maintain automated data pipelines and reporting mechanisms to enable data-driven decision making and proactive issue identification

A day in the life Your day will be a dynamic blend of strategic planning, cross-functional collaboration, and transformative problem-solving. You'll engage with product engineering teams, third-party service vendors, and field operations leaders to craft comprehensive service strategies for emerging fleet technologies. Expect to dive deep into vendor performance data, device health analytics, and customer satisfaction metrics-making consequential decisions about service expansion priorities, cost optimization initiatives, and process improvements that shape the future of our fleet technology ecosystem.

About the team We are a collaborative, forward-thinking group dedicated to enhancing operational excellence for Amazon's last-mile delivery fleet. Our team solves complex challenges at the intersection of technology, service operations, and customer experience-directly impacting delivery performance and driver safety. By joining us, you'll work alongside innovative professionals who are passionate about creating scalable, efficient solutions that push the boundaries of fleet service delivery.

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
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually USA, VA, Arlington - 115,600.00 - 160,000.00 USD annually USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually