External Fulfillment Sr. PM, Sr. PM External Fulfillment Programs (Fulfillment & Operations)

Amazon; Mexico; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

Amazon Mexico is seeking a Program Manager to establish and scale our seller support strategy in Mexico. You will lead cross-functional programs, design automated solutions, and drive data-driven improvements to seller experiences across the region.

You will partner with operational and strategic teams to define roadmaps, resolve issues, and balance short-term needs with long-term vision, while coaching teams on program management best practices.

Qualifications

• 7+ years of production operations management experience.
• 3+ years of operations management in a contact centre environment.
• Advanced Excel skills.
• Experience using data and metrics to drive improvements.
• Experience with Excel or Tableau for data manipulation and visualization.
• Experience owning/driving roadmap strategy and definition.

Responsibilities

• Lead the development and execution of programs from inception, managing cross-functional initiatives that establish seller support capabilities in Mexico and drive measurable improvements in service delivery.
• Partner with stakeholders across operational and strategic teams to identify business problems, set clear expectations, resolve operational issues, and implement automation and technical solutions that scale.
• Analyze program metrics and performance data to proactively identify risks, streamline processes, and drive continuous improvements that enhance the seller experience.
• Build consensus across teams by clearly communicating program progress, outcomes, and trade-offs to ensure alignment with organizational objectives and resource allocation.
• Develop and execute strategies that balance short-term operational needs with long-term program vision, demonstrating sound judgment in prioritization and escalation decisions.

Job description

Are you ready to build something from the ground up? We're seeking a Program Manager to establish and scale our seller support strategy in Mexico. This is a unique opportunity to work in a highly ambiguous environment where your ability to adapt, innovate, and drive proactive solutions will directly shape the future of our seller experience. You'll be at the forefront of developing automated and technical solutions that transform how we serve our sellers, balancing operational excellence with strategic vision. In this role, you'll collaborate across multiple stakeholder groups to solve complex operational challenges while building scalable processes that will support our team's growth trajectory. Your data-driven approach and creative problem-solving skills will be essential as you design solutions that improve service delivery and reduce friction for sellers across the region.

Key job responsibilities

• Lead the development and execution of programs from inception, managing the lifecycle of cross-functional initiatives that establish seller support capabilities in Mexico and drive measurable improvements in service delivery
• Partner with stakeholders across operational and strategic teams to identify business problems, set clear expectations, resolve operational issues, and implement automation and technical solutions that scale
• Analyze program metrics and performance data to proactively identify risks, streamline processes, and drive continuous improvements that enhance the seller experience
• Build consensus across teams by clearly communicating program progress, outcomes, and trade-offs to ensure alignment with organizational objectives and resource allocation
• Develop and execute strategies that balance short-term operational needs with long-term program vision, demonstrating sound judgment in prioritization and escalation decisions

A day in the life

Your day involves dynamic collaboration with stakeholders across the organization. You'll spend time analyzing operational metrics to identify improvement opportunities, working with teams to address service issues, and setting expectations for program deliverables. You'll also dedicate time to designing technical and automated solutions that eliminate manual processes, participating in cross-functional meetings to align on priorities, and coaching team members on program management best practices. Throughout the day, you'll balance tactical problem-solving with strategic planning to build the foundation for Mexico's growing seller support operations.

About the team

Our team is composed of managers who lead the execution and daily operations that deliver exceptional service to our sellers. We work across both operational and strategic dimensions, ensuring sellers receive support that enables their success on the platform. As we expand our presence in Mexico, the team is focused on scaling our capabilities while maintaining the highest standards of service excellence and innovation in how we support our seller community.

Basic Qualifications

• - 7+ years of production executives management experience
• - 3+ years of operations management in a contact centre environment experience
• - Knowledge of Excel at an advanced level
• - Experience using data and metrics to drive improvements
• - Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• - Experience owning/driving roadmap strategy and definition

Preferred Qualifications

• - Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma
• - Experience in project management

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