Flex Program Manager, Flex In-Station Experience, AMZL

About the role

At Amazon, we are building a world-class last-mile operation with Amazon Flex as a cornerstone of this strategy. Amazon Flex works directly with independent contractors, called delivery partners, to make deliveries to our customers. With Amazon Flex, delivery partners are their own boss, build their own schedule, and choose from different types of delivery opportunities (e.g., Amazon Fresh, Whole Foods Market, and Amazon Logistics). The ideal candidate thrives in an ambiguous environment, is a business owner who understands the key levers to drive high performance, and can operationalize and scale those levers. They dive deep, using excellent analytical and problem-solving skills to identify root causes and develop action plans. The ideal candidate also communicates effectively with internal and external stakeholders across various levels in the organization, building strong relationships based on collaboration and trust, and has the ability to stay focused when working autonomously. Travel may be required up to 25% of the time.

Responsibilities

• Support long-term strategic planning to improve quality and efficiency.
• Work closely with finance, marketing, capacity management, operations, engineering, and program management on process improvement and launch initiatives.
• Develop, implement, and oversee reports, ensuring clear visibility of project milestones and performance.
• Effectively influence stakeholders through collaboration and effective prioritization.
• Be responsible for key performance indicators and work closely with stakeholders to understand everyday opportunities and challenges to implement short- and long-term solutions.
• Monitor the execution of projects and ensure delivery is at the appropriate quality level and in compliance with the expected deadline.
• Navigate and resolve ambiguities by applying creative problem-solving skills.
• Identify and mitigate risks, preventing them from becoming larger problems.
• Own end-to-end roadmaps related to the delivery partner pickup experience, focusing on quality within this process.
• Work closely with operations leaders to understand problem statements that lead to defects and create actions to solve these problems by collaborating cross-functionally with various partner teams.

About the team

The Flex In-Station Experience (FISX) team owns the operational strategy, programs, and standards that shape the station experience for our Delivery Partners across thousands of stations nationwide. We drive Flex's vision of a world-class experience for Delivery Partners by ensuring that every station interaction—from check-in through load-out to returns—is fast, reliable, and consistent. We are equally invested in the operator experience that makes this possible. When 17,000+ operators work with clear processes, reliable tools, and confidence in the systems around them, that clarity flows directly to the Delivery Partner.

We build programs, mechanisms, and standards that strengthen both sides of the station handoff—because when both thrive, the entire last mile accelerates. As the connective tissue between our field partners and our technology and worldwide teams, we translate operational reality into product priorities and global strategy into station-level execution—ensuring that every investment we make drives measurable impact for Delivery Partners, customers, and the operators who bring it all together.

Vision Statement

Our vision is a station experience where every Delivery Partner interaction—from check-in through load-out to returns—is fast, reliable, and consistent across every station, every business, every day. Where operators work with such clarity, confidence, and capability that excellence is the default, not the exception. Where field reality and technology are so deeply connected that the right products get built, the right processes get scaled, and the right outcomes follow—for Delivery Partners, for customers, and for the operators who make it all possible. This is the standard we are building toward—and the standard that positions Flex as the best gig economy delivery experience in the industry.

Requirements

• Bachelor's degree.
• 3+ years of program or project management experience.
• 3+ years of defining and implementing process improvement initiatives using data and metrics.
• Advanced knowledge of Excel (Pivot Tables, VLookups) and SQL.
• Experience using data and metrics to determine and drive improvements.
• Experience working cross-functionally with tech and non-tech teams.

Preferred Qualifications

• 3+ years of driving end-to-end delivery and communicating results to senior leadership.
• 3+ years of driving process improvements.
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
• Experience building processes, project management, and schedules.
• PMP certification.

Pay

• USA, AZ, Tempe: $74,200.00 - $129,800.00 USD annually
• USA, NY, New York: $81,600.00 - $142,800.00 USD annually
• USA, TX, Austin: $74,200.00 - $129,800.00 USD annually
• USA, WA, Bellevue: $82,700.00 - $129,800.00 USD annually

Benefits

Amazon offers a comprehensive benefits package, including:

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional supplemental life plans).
• Employee Assistance Program (EAP) and mental health support.
• Medical Advice Line and Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.
• Sign-on payments and restricted stock units (RSUs).