Sr. Program Manager, Amazon Relay

About the role

At Amazon, we are working to become the most customer-centric company on earth. This goal requires collaborating with carriers who share our vision and upholding rigorous business intelligence, operational deep dives, and data-driven accountability to deliver flawless execution at scale. The Relay Central team in Transportation and Technology Services (TTS) innovates scalable solutions that serve millions of customers daily. We maintain high standards for our programs and services: our reporting systems are highly accurate, our insights are actionable, and our processes drive measurable outcomes while operating at massive scale.

In this role, you will lead a high-visibility program responsible for business reporting, operational deep dives, and cross-organizational accountability for one of Amazon's most critical transportation networks. You will own the end-to-end reporting framework that surfaces key insights to Director and VP-level audiences, driving strategic decisions impacting billions in transportation spend. You will conduct root cause analyses to identify failure modes, translate complex findings into actionable narratives, and investigate carrier feedback at scale to drive systemic improvements. As the connective tissue between operations, product, engineering, and senior leadership, you will bridge technical depth with executive-level storytelling and ensure accountability across teams for issue resolution.

Responsibilities

• Own the end-to-end business reporting within the TTS organization for Delivery Accuracy within Middle Mile, delivering high-fidelity operational insights to Director and VP-level audiences on a daily, weekly, monthly, and quarterly cadence.
• Drive cross-org VP and SVP-level goals related to improving Middle Mile Delivery Accuracy, operating within a culture of escalation and debate.
• Conduct rigorous operational deep dives to identify root causes and failure modes within business logic, data pipelines, SOPs, and technology systems; translate findings into actionable recommendations and drive resolution through cross-functional coordination.
• Partner with business stakeholders, product teams, and engineering to align on reporting priorities and ensure shared visibility into program health and goal attainment.
• Collaborate with global product and program managers to identify reporting gaps, systemic issues, and opportunities for process and tooling improvement.
• Dive deep into data to uncover reporting discrepancies, metric anomalies, and operational trends that unlock new opportunities for improvement.
• Investigate and synthesize carrier feedback at scale, distilling actionable themes and routing prioritized insights to product and engineering teams with clear context and recommended next steps.
• Own business goal tracking for the organization, building and maintaining mechanisms that ensure transparency into progress, blockers, and risk across multiple teams and senior leadership.
• Create, maintain, and disseminate program information to stakeholders and leadership via business reviews, flash reports, and operational readouts; identify potential bottlenecks, dependencies, or project risks.
• Drive cross-organizational accountability for issue tracking, escalation management, and action item closure; establish mechanisms to ensure nothing falls through the cracks.
• Partner across product and engineering teams to apply new technologies, automation, and tooling to improve reporting infrastructure and operational efficiency.

Qualifications

• 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.
• Bachelor's degree.
• Experience defining program requirements and using data and metrics to determine improvements.
• Experience defining and executing program requirements.

Preferred Qualifications

• 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.
• Intermediate knowledge of Excel (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas).
• PMP certificate.
• 2+ years of supply chain experience.

About the Team

The Technology Transportation Services (TTS) organization builds software systems that optimize package delivery across vendors, warehouses, and carriers to balance time and cost. Our services handle thousands of requests per second, make business decisions impacting billions of dollars annually, and integrate with a global network of carriers, owner-operators, and drivers. We manage business rules for millions of unique products and enhance the ordering and delivery experience for millions of shoppers.

Despite our scale, this remains a fast-growing business with our technical journey just beginning. With expansion into new geographies, innovations in supply chain, unique delivery models (e.g., Amazon Fresh groceries, ultra-fast Prime Now deliveries), and a complex transportation network, we see a massive opportunity to fundamentally change how people access goods while cutting billions in transportation costs. Our mission is to build the most efficient and optimal transportation solution on the planet, leveraging science and technology as our biggest advantage.

Pay

USA, GA, Atlanta - $115,600.00 - $160,000.00 USD annually.

Benefits

• Sign-on payments and restricted stock units (RSUs).
• 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.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off and parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.