Program Manager - Routing SME, AMZL

Amazon; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Amazon in Bengaluru is seeking a Program Manager - IN AMZL to lead routing standardization, SOP management, and capability building for last-mile operations.

You will drive configuration management, analyze routing metrics, and partner with ACES, Product, and Operations to implement data-driven improvements across all zones.

Qualifications

• 3+ years of program or project management experience.
• 3+ years cross-functional collaboration with tech and non-tech teams.
• 3+ years of defining and implementing process improvement using data and metrics.
• Advanced Excel (Pivot Tables, VLOOKUP) and SQL.
• Experience defining program requirements and data-driven improvements.

Responsibilities

• Standardize routing workflows network-wide to ensure uniform configuration and execution across zones.
• Develop and maintain SOPs, SIJs, and training modules for scalable operations.
• Create unified documentation that serves as the single source of truth for routing operations.
• Partner with Operations to align SOPs with ground realities and constraints.
• Collaborate with ACES to ensure routing standards integrate with dispatch and delivery workflows.
• Drive configuration management to optimize block mix and routing performance.
• Analyze routing metrics and implement data-driven changes to improve outcomes.

Skills

Program management

Cross-functional collaboration

Data-driven decision making

Excel (Pivot Tables, VLOOKUP)

SQL

Tools

Excel (Pivot Tables, VLOOKUP)

SQL

Job description

Description

Position Overview: Program Manager - IN AMZL

Here at Amazon, we're seeking for an experienced Program Manager to lead our Routing SME (Subject Matter Expert). We are seeking an experienced program manager who can optimize lastmile operations. The role involves SOP management, standardization and capability building for IN AMZL.

Key Responsibilities

• Standardization & SOP Management
  • Standardize routing workflows network-wide to ensure uniform configuration and execution across all zones, eliminating regional variability and establishing consistent operational practices
  • Develop and maintain comprehensive Standard Operating Procedures (SOPs), Standard Instructions for Jobs (SIJs), and training modules that enable scalable operations across the network
  • Create unified processes documentation that serves as the single source of truth for routing operations, ensuring all stations follow standardized protocols
  • Partner with Operations teams to validate SOPs align with ground realities and operational constraints
  • Collaborate with ACES teams to ensure routing standards integrate seamlessly with dispatch and delivery workflows
• Configuration Management & Optimization
  • Drive configuration management initiatives to optimize block mix, reduce Out-of-Route (OOR) leakage, and improve overall routing efficiency
  • Implement and monitor routing parameters, service type compliance, and dispatch planning configurations across all stations
  • Analyze routing performance metrics and implement data-driven configuration changes to enhance operational outcomes
  • Work with Product teams to identify system enhancements and feature requirements that support standardized routing practices
  • Partner with ACES to ensure configuration changes are properly implemented in routing systems and tools
• Training & Capability Building
  • Develop comprehensive training modules and SIJs that enable new and existing team members to execute routing operations with consistency and excellence
  • Design scalable training programs that can be deployed across multiple stations simultaneously
  • Create simplified, user-friendly documentation that reduces complexity and improves adoption rates
  • Collaborate with Learning teams to integrate routing training into formal learning paths and certification programs
  • Partner with Operations teams to identify skill gaps and develop targeted capability-building initiatives
  • Work with Learning to establish train-the-trainer programs that enable local champions to support ongoing capability development
• Governance & Compliance
  • Establish governance frameworks for routing changes and updates, ensuring proper review, approval, and implementation processes
  • Monitor compliance with standardized routing procedures and performance metrics across all stations
  • Implement quality control mechanisms to maintain consistency and identify areas for improvement
  • Create cross-functional governance committees with representation from ACES, Product, Operations, and other key stakeholders
• Performance Management
  • Track and report on key routing metrics including OOR percentage, dispatch compliance, service type adherence, and routing efficiency
  • Conduct regular audits of routing configurations and processes to ensure alignment with established standards
  • Drive continuous improvement initiatives based on performance data and operational feedback
  • Partner with Finance to develop cost-per-package metrics and efficiency benchmarks

Basic Qualifications

• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

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

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Job ID: A10466121