Senior Program Manager, EU Shipper Support, Amazon Shipping

Amazon Inc.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Amazon Shipping in London seeks a Senior Program Manager for Shipper Support who will drive process improvements and lead cross-functional initiatives to enhance shipper experience and operational efficiency. You will translate business needs into scalable programs, partnering with Product, Engineering, and Operations to deliver impact across regions.

The role requires strong data skills, end-to-end program ownership, and the ability to communicate results to senior leadership.

Qualifications

• Experience using data and metrics to drive improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
• Experience in program or project management.

Responsibilities

• Identify, scope, and lead process improvements to enhance shipper experience and efficiency.
• Coach teams to diagnose defects, perform root-cause analyses, and implement solutions.
• Partner with Product, Engineering and Operations to translate frontline insights into actions.
• Analyze shipper pain points and operational data to prioritize opportunities.
• Design and document scalable processes, SOPs, and playbooks for consistency.
• Own end-to-end lifecycle of improvement initiatives from problem to rollout.
• Create narratives for leadership detailing problems, solutions, and ROI.
• Develop metrics and reporting to track impact of improvements.
• Share best practices across regions to scale improvements.

Skills

Data-driven decisions

Program management

Cross-functional collaboration

Leadership

Stakeholder management

Process improvement

Analytical thinking

Tools

Excel

SQL

Power BI

Tableau

Job description

Senior Program Manager, EU Shipper Support, Amazon Shipping

Job ID: 10563570 | Amazon EU SARL (UK Branch)

Amazon's mission is to be Earth's most customer‑centric company, and Amazon Shipping exemplifies this commitment. As a shipping service provider supporting e‑commerce businesses, we offer competitive rates and delivery speeds without compromising on customer obsession. The Amazon Shipping team drives strategic innovation to transform shipping experience for our business partners. We leverage Amazon's core strengths in logistics excellence, flexible delivery options, and end‑to‑end visibility to create competitive advantages for our enterprise shippers. We play a critical role in listening to shippers and escalating pain points, enabling Amazon to improve and deliver world‑class service while building a scalable and profitable network that brings value to both our customers and Amazon. Our team's dedication to service reliability and innovation directly supports our global tenets of maximizing existing technology while providing value‑based pricing that works for shippers and Amazon a like.

As a Program Manager for Shipper Support based out of London, you will drive process improvement and operational excellence across the Shipper Support organization. You will identify systemic defects, design scalable solutions, and partner with cross‑functional teams to implement changes that improve the shipper experience and operational efficiency. Core part of the role is to liaise with Product Managers and Support Program managers and translate ambiguous business needs into structured, scalable programs. You will serve as the bridge between front‑line operations and the broader business, translating shipper pain points into actionable improvement initiatives.

Key job responsibilities

• Identify, scope, and lead process improvement initiatives that enhance shipper experience, reduce defects, and drive operational efficiency across the Shipper Support organization
• Coach Shippers, Account Managers and Shipper Support Specialists team to identify defects, perform root cause analysis, and develop solutions — building a culture of continuous improvement at all levels
• Partner with cross‑functional teams (Product, Engineering, Operations) to advocate for and implement process and tool improvements based on frontline insights
• Analyze contact drivers, shipper pain points, and operational data to identify trends, quantify impact, and prioritize improvement opportunities
• Design and document scalable processes, SOPs, and playbooks that drive consistency and quality across the team
• Own the end‑to‑end lifecycle of improvement initiatives — from problem identification through solution design, piloting, measurement, and full rollout
• Create and present narratives (6‑pagers, WBR/MBR inputs, program updates) to leadership that clearly articulate problems, proposed solutions, and measurable outcomes
• Develop and maintain metrics and reporting mechanisms to track the impact of process improvements and demonstrate ROI
• Facilitate knowledge transfer between regions (US, UK, FRITES) to ensure best practices are shared and scaled globally
• Act as a subject matter expert on shipper support operations, providing guidance on complex issues and escalation patterns

About the team

Amazon Shipping is a customer‑obsessed delivery service that serves Shippers (vendors, sellers) who ship their items either into Amazon buildings or to non‑Amazon destinations. The Shipper Support team's main mission is to provide best‑in‑class customer service to our Shippers across all segments. We are a metrics‑focused organization who keep raising the bar on shipper‑facing performance. The Program Manager plays a pivotal role in translating operational insights into systemic improvements and partnering with the Commercial and Operations teams to build a more efficient and effective support model.

Basic Qualifications

• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience in program or project management

Preferred Qualifications

• Experience leading process improvements

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.