Program Manager, DSP Vendor Management, DSP, Value Added Services

Amazon's Worldwide Delivery Service Partner (DSP) organization is seeking a Program Manager to own DSP payroll programs and vendor management across the Americas (US, Canada, Mexico, and Brazil). Our DSP program enables thousands of independent small business owners to operate delivery businesses, and the payroll services that they use are a critical product that empowers these entrepreneurs to pay and manage their Delivery Associates. This is a customer-facing service role, not internal payroll, where you will help shape how small business owners manage their workforce through the Delivery Service Partner programs we build and support.

Responsibilities

• Manage payroll vendor relationships across the Americas, monitoring performance against SLAs, conducting regular business reviews, driving accountability for deliverables, and escalating compliance or audit concerns.
• Own vendor performance scorecards and develop action plans for underperforming vendors, coordinating with regional DSP program teams, finance, technology, and operations stakeholders to ensure smooth execution.
• Own key program metrics, ensuring payroll programs deliver a reliable, high-quality experience to DSP owners and their Delivery Associates.
• Drive projects to on-time completion, identify risks and blockers, coordinate cross-functionally, and escalate issues as needed.
• Deep dive into operational data to understand root causes when metrics miss or vendor performance degrades, conducting structured analyses such as 5-Whys, and develop solutions that improve the payroll product experience.
• Maintain dashboards and reporting on program health, and prepare monthly and quarterly business reviews for leadership.
• Identify and implement process improvements by analyzing workflows, benchmarking against best practices, and proposing scalable solutions that improve efficiency, accuracy, and the DSP owner experience.
• Adapt global DSP payroll strategies to account for country-specific regulatory requirements, vendor landscapes, and operational nuances across the US, Canada, Mexico, and Brazil.
• Contribute to international program development by benchmarking against global counterparts and supporting scaling initiatives as the payroll product expands to new regions.
• Approximately 10-20% travel to support vendor relationships, regional program initiatives, and cross-country coordination.

Requirements

• 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.
• 3+ years of vendor management experience, including SLA governance, performance management, and contract compliance.
• Experience leading cross-functional projects and managing large, complicated programs.
• 3+ years of experience with payroll systems, payroll operations, or workforce management platforms (either as an operator or program owner).

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.
• Experience in HR shared services, IT services, operations, and/or compliance.
• Proficiency in Spanish or Portuguese (in addition to English).

Benefits

• Comprehensive health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for 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).

Pay

Base salary range: $81,600.00 - $142,800.00 USD annually for New York, NY.

Schedule

This role requires approximately 10-20% travel.