Global External Supply Chain Escalation Lead

Amazon; Bellevue (WA); On-site; USD 116,000 - 160,000; Full time

Job summary

Amazon.com LLC is seeking a Program Manager to coordinate investigations and escalations across its external supply chain businesses, ensuring loss events flow to the correct teams worldwide with accurate signals and minimal false positives.

You will own the escalation architecture end-to-end, including governance, automation, standards alignment, and continuous improvement, serving as the connective tissue between detection signals and investigation actions.

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.
• Knowledge of general AI tools.

Responsibilities

• Own the global escalation matrix for external supply chain loss events (SWA, AF, WePay)
• Govern and continuously improve routing logic: FM/MM events to AMER Investigations via MVP; UTR/LM events to Cluster LP via RIVER
• Drive false positive reduction to target threshold through triage team optimization and signal refinement
• Activate and maintain the Blue-Flag process and Lasik integration for external supply chain theft signals
• Build communication automation: WWOS to SWA notifications on case creation (currently manual, target automated)
• Manage camera access provisioning and training for triage teams across 21+ SCs
• Standardize LE engagement SOPs and police report filing processes globally
• Coordinate daily with SSTP and Relay to reduce false positives and improve signal quality
• Align external supply chain investigation standards across AMER, EU, and India
• Define and maintain escalation protocols for theft incidents aligned with business stakeholders (Tier 1/2/3 response)

Skills

Program management

Data-driven improvements

End-to-end delivery

Stakeholder communication

AI tools knowledge

Education

Master's degree or MBA

Tools

General AI tools

Job description

Amazon.com LLC is seeking a Program Manager to coordinate investigations and escalations across its external supply chain businesses, ensuring loss events flow to the correct teams worldwide with accurate signals and minimal false positives.

You will own the escalation architecture end-to-end, including governance, automation, standards alignment, and continuous improvement, serving as the connective tissue between detection signals and investigation actions.