Sr. Program Manager, SLS Cont Improvement, Amazon Flex SLS

At Amazon, we're looking for a Sr. Program Manager for Amazon Flex, a program that works directly with independent contractors – called delivery partners – to deliver packages to customers. Amazon Flex empowers individuals to be their own boss through a mobile app that integrates with advanced logistics systems for on-boarding, scheduling, navigation, and more.

About the role

You will own the design and execution of evaluation and enforcement frameworks for delivery partners at scale. This includes building mechanisms to prevent defects across station and on-road operations by identifying root causes, fixing process failures, and ensuring issues do not recur. You’ll drive continuous improvement in how delivery partners receive guidance, how delivery history is surfaced, and how corrective actions are applied consistently across the network.

This role requires troubleshooting, analytical reasoning, and the ability to operate in a fast-paced environment. You will collaborate cross-functionally with Operations, Legal, and senior leadership (Directors and VPs) to drive technology enhancements, process redesign, policy recalibration, and enforcement governance.

Responsibilities

• Manage the full lifecycle of complex cross-functional programs with impact across multiple organizations, developing program strategy and driving execution.
• Establish and maintain scalable mechanisms for Service Level Standards (SLS) evaluation, including reporting systems, quality metrics, and mitigation processes to maintain program quality and customer experience.
• Analyze defect data from multiple sources to identify patterns, uncover root causes, and implement mitigation programs that reduce repeat defect rates.
• Define program mission, vision, and tenets; set objectives; and drive improvements quantified with metrics.
• Partner with customers and cross-functional stakeholders to prioritize projects, allocate resources, and resolve ambiguous problems while proactively mitigating risks.
• Identify and address gaps between teams, processes, and systems to reduce exposure to failure modes.
• Write and present effective narratives to Directors and VPs, manage executive escalations, and drive consensus across diverse teams.
• Work autonomously in ambiguous environments to understand business problems, automation limitations, and process enhancement requirements.

A day in the life

Your day involves analyzing delivery defect data trends and collaborating with teams to improve quality outcomes. You’ll examine defect patterns across Under-the-Roof, On-the-Road, Customer Doorstep, and Return to Station touchpoints, working with Operations and tech teams to diagnose issues. You’ll build dashboards, respond to escalations, and meet with cross-functional partners, including Legal and senior leadership, to align on enforcement strategies. You’ll also ensure solutions scale effectively across geographies and business lines.

Requirements

• 5+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Experience implementing repeatable processes and driving automation or standardization.
• Experience working cross-functionally with tech and non-tech teams.
• Intermediate Excel skills (e.g., pivot tables, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas).

Preferred Qualifications

• 2+ years of driving process improvements.
• 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 in large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics for program decisions.

Pay

Base salary range: $115,600 – $160,000 USD annually (Bellevue, WA). Your total compensation package will include sign-on payments and restricted stock units (RSUs), with final compensation determined by experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D, with 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.