Senior Program Manager, Delivery Quality & Enforcement

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

Job summary

Amazon is seeking a Sr. Program Manager for Amazon Flex to design and implement evaluation and enforcement frameworks for delivery partners at scale. You will build scalable mechanisms to prevent defects across station and on‑road operations and partner with Operations, Legal, and senior leadership to drive governance.

The role demands troubleshooting, root-cause analysis, and the ability to move quickly in a fast-paced environment, delivering measurable improvements across the network.

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.
• Experience implementing repeatable processes and driving automation or standardization.
• Experience working cross functionally with tech and non‑tech teams.
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Responsibilities

• Manage the full lifecycle of complex cross‑functional programs with considerable impact across multiple organizations, developing overall program strategy and tactically driving teams inside and outside your organization to deliver results
• Establish and maintain scalable mechanisms for Service Level Standards (SLS) evaluation processes, including reporting systems, quality metrics, and mitigation processes that maintain program quality and exceptional customer experiences
• 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 that are quantified with metrics
• Partner with customers and cross‑functional stakeholders to determine project priorities, allocate resources, and resolve ambiguous problems — proactively identifying and mitigating risks before they become roadblocks
• Oversee gaps between teams, processes, and systems; reduce exposure to classic failure modes
• Write and present effective narratives to Directors and VPs, manage executive escalations, and drive consensus across diverse teams
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, and process enhancement requirements

Skills

Program management

Data-driven decision making

Executive communication

Cross-functional collaboration

Process automation

Education

Master's degree or MBA

Tools

Excel

Job description

Amazon is seeking a Sr. Program Manager for Amazon Flex to design and implement evaluation and enforcement frameworks for delivery partners at scale. You will build scalable mechanisms to prevent defects across station and on‑road operations and partner with Operations, Legal, and senior leadership to drive governance.

The role demands troubleshooting, root-cause analysis, and the ability to move quickly in a fast-paced environment, delivering measurable improvements across the network.