Escalations Manager, AFP Partner Success Team

About the role

Amazon Freight Partner (freightpartner.amazon.com) is a new program that enables entrepreneurs to start and grow their trucking business alongside Amazon, with exclusive training, ability to hire from their local communities, and long-term growth potential. Our team is looking for a Sr. Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience.

Responsibilities

• Establish mechanism for reporting and managing issues, ensuring a timely resolution
• Own the knowledge management process, ensuring documentations are accurate and up-to-date
• Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
• Identify and document use cases, proving insights to tailor unique needs
• Define the communication strategy ensuring clarity, consistency, and a positive experience
• Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
• Define clear escalation paths for issues
• Collaborate with stakeholders to manage SLAs and responses to issues
• Build and maintain data collection, establish reporting structures and dashboard

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

Qualifications

• 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

Skills

• Resourceful
• Customer-focused
• Strong communication skills
• Highly autonomous
• Proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment
• Strategic thinker
• Detail-oriented

Benefits

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.

Pay

USA, GA, Atlanta - $115,600.00 - $160,000.00 USD annually
USA, TN, Nashville - $104,100.00 - $155,400.00 USD annually
USA, WA, Bellevue - $115,600.00 - $160,000.00 USD annually

Schedule

This role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN.