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
- 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 thinking
- Tactical execution
Benefits
Amazon offers comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
Pay
Base salary range for this position is $104,100.00 - $155,400.00 USD annually for locations in USA, GA, Atlanta and $115,600.00 - $160,000.00 USD annually for locations in USA, TN, Nashville and USA, WA, Bellevue.
Schedule
This role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN.