Senior Program Manager — DSP Learning & Shared Services

Amazon; Nashville (TN); On-site; USD 104,000 - 155,000; Full time

Job summary

Amazon is seeking a Senior Program Manager to lead learning and development for Delivery Service Partners (DSPs) and Business Coaches (BCs) within its Last Mile organization. The role sits at the intersection of program management, instructional strategy, and operational excellence to ensure DSPs and BCs have the knowledge and resources to deliver world-class performance.

You will define workflows for the Account Management team, collaborate with Operations, Safety, Fleet and Technology, and

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 leading complex global or country-wide initiatives.
• Travel up to 15% of the time.

Responsibilities

• Program Strategy & Roadmap: Own the end-to-end learning program strategy for DSP and BC audiences, aligning with organizational goals around safety, quality, compliance, and operational performance.
• Curriculum Development & Governance: Partner with subject matter experts, instructional designers, and operations leaders to develop, maintain, and continuously improve learning content for DSP owners, drivers, and Business Coaches.
• Account Management Role Standardization: Define and codify the Business Coach and DSS Account Manager role — including standard operating procedures, expectations, competency frameworks, and performance benchmarks — to ensure consistency and clarity across all regions.
• Stakeholder Management: Serve as the central point of contact across cross-functional teams (Operations, Safety, Fleet, Compliance, Technology) to identify learning needs, prioritize initiatives, and drive alignment.
• Program Execution: Define project plans, manage timelines, remove blockers, and deliver programs on time and at scale across multiple regions.
• Metrics & Impact Measurement: Establish KPIs and success metrics for learning programs; use data to measure effectiveness, identify gaps, and drive continuous improvement.
• Change Management: Lead change management efforts for new program launches, policy updates, and process changes that impact DSP and BC populations.
• Scalability & Innovation: Identify opportunities to leverage technology, automation, and new delivery modalities (e.g., eLearning, microlearning, just-in-time resources) to scale learning programs efficiently.

Job description

Amazon is seeking a Senior Program Manager to lead learning and development for Delivery Service Partners (DSPs) and Business Coaches (BCs) within its Last Mile organization. The role sits at the intersection of program management, instructional strategy, and operational excellence to ensure DSPs and BCs have the knowledge and resources to deliver world-class performance.

You will define workflows for the Account Management team, collaborate with Operations, Safety, Fleet and Technology, and