Senior Program Manager, US Onboarding Experience, Shipping Services Field

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon Shipping is seeking a Sr. Program Manager to lead the end-to-end onboarding experience for shippers joining our network, from sign-up to first package inducted, across our growing base.

You will partner with product, operations, and customer experience teams to reduce friction, analyze onboarding data, and scale new processes and tools while maintaining excellent shipper experience. This role requires 5+ years in program or project management, strong communication, and the ability to

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.

Responsibilities

• Relentlessly advocate for shippers and improve onboarding experience.
• Be SME on US onboarding processes; serve as contact for escalations.
• Identify improvements to onboarding workflow; build business cases for scalable solutions.
• Collaborate with operations to enhance onboarding processes.
• Drive launch plans for new products and processes with stakeholders.
• Define requirements with Product/Tech for long-term improvements to onboarding.
• Manage implementation activities across many stakeholders; execute launch plans.
• Scale services and tools to support growth while maintaining customer experience.
• Prepare program announcements, FAQs, and resource guides.

Skills

Program management

Data-driven

Communication

Cross-functional collaboration

Leadership

Education

Master's degree / MBA

Tools

AI tools

Job description

Are you ready to build the future of supply chain? Amazon Supply Chain Services (ASCS) is the next AWS — a high-growth business that is opening Amazon's world-class logistics infrastructure to companies of all sizes. We're not just solving Amazon's shipping challenges; we're reimagining how every business moves products to their customers, tackling the biggest logistical opportunities facing the entire industry.

Within ASCS, Amazon Shipping is looking to hire a data-driven, customer-obsessed Sr. Program Manager to join the US Onboarding team. This is a unique opportunity to join one of Amazon's fastest-growing external-facing businesses at a pivotal inflection point — where the operational excellence we've built over decades becomes a platform for millions of sellers, brands, and merchants worldwide.

This role will drive the end-to-end onboarding experience for shippers joining our network — ensuring a frustration-free path from sign-up to first package inducted across our rapidly scaling shipper base. The successful candidate will be a strategic thinker with strong communication and collaboration skills, adept at identifying friction points, influencing cross-functional product teams, and ensuring shippers realize the full value of Amazon's logistics capabilities from day one. You'll operate at the intersection of product, operations, and customer experience — partnering across teams to help enterprise and mid-market shippers successfully launch and scale with Amazon Shipping.

Key job responsibilities

• Relentlessly advocate for shippers and strive to simplify and improve their onboarding experience.
• Serve as a subject matter expert on US onboarding processes and a key point of contact for escalations during the onboarding journey.
• Identify short- and long-term improvements to our customer acquisition and onboarding workflow; build business cases to invest in scalable solutions.
• Work closely with operations teams on process improvements that enhance the shipper onboarding experience.
• Support and drive process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
• Partner with Product/Tech teams to define requirements for long-term tech improvements that reduce onboarding friction.
• Drive program objectives — operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across a large group of stakeholders, and develop and execute launch plans for new products and processes.
• Help scale services, tools, and processes that enable the business' growth in volume, complexity, and geographic reach while maintaining a high bar for the customer experience.
• Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcements, FAQs, and program resource guides.
• Travel up to 20% of the time.

A day in the life

Day-to-day, you will be focused on operationalizing new shippers onto the Amazon Shipping network — bridging the gap between onboarding and operations to ensure a seamless launch experience. This includes analyzing US onboarding data to identify bottlenecks and drive process improvements, partnering closely with operations teams to remove barriers for shippers in the pipeline, and collaborating with product and tech to influence tooling and system enhancements that accelerate time-to-launch.

About The Team

Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Basic 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

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&DD insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 127,200.00 - 185,000.00 USD annually

USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually

Company

Amazon.com Services LLC