Amazon's Worldwide Delivery Service Partner (DSP) Product and Strategy organization is seeking a Senior Program Manager to drive operational excellence in our value-added services (VAS) program, supporting our last-mile delivery capabilities. In this high-visibility role, you'll be the key orchestrator of critical vendor relationships and program success across our rapidly expanding network of 4000+ entrepreneur-owned delivery businesses throughout 20 countries worldwide. This position offers the opportunity to have direct impact on Amazon's mission to be the most customer-centric company on earth by revolutionizing how we support our delivery partners.
In this role, you'll be responsible for defining the global program strategy for products that DSPs offer to their employees, including healthcare and retirement savings benefits. You will drive large-scale operational efficiency through process improvements and enhance regulatory compliance by creating effective vendor-to-Amazon data flows, while elevating customer satisfaction through proactive problem-solving. You will support new product and service launches by leading planning and strategy, developing compelling marketing campaigns**,** and building educational content that demonstrates ROI to DSP operations. You'll own the end-to-end program strategy, from vendor relationships and risk mitigation to internal stakeholder communications, ensuring alignment between local execution and global objectives while creating data-driven solutions that position these services as essential tools for our delivery partners' success.
A successful candidate will be customer-focused, highly analytical, resourceful, process-oriented, and a strong communicator (both written and oral), able to operate at all levels of the organization. Background in vendor management, program management, or experience in operational excellence and process improvement is preferred. Our organization is based in the US, but we support DSP product development and operations globally. Domestic travel is required 10-20% of the time.
Key job responsibilities
- Define a scalable approach to managing a growing portfolio of healthcare and retirement savings vendors
- Implement and standardize global payment processes while managing existing $222M in payments for legal services and driver benefits
- Proactively identify and propose innovative solutions for process improvements and operational efficiency
- Enhance DSP regulatory compliance by creating and managing data flows between vendors and Amazon's risk management and technology teams
- Drive improvements in customer satisfaction (CSAT) through proactive user feedback collection and partnership with business coaches to address DSP escalations
- Standardize Value-Added Services (VAS) vendor reporting requirements and create Monthly/Quarterly Business Review (MBR/QBR) reports for Employee Relations VAS workstream
- Manage Product Marketing and Communications strategy for Employee Relations VAS workstream
- Drive stakeholder alignment with the global product strategy set by the Worldwide VAS Product Manager, ensuring program success through effective communication, regular status updates, and proactive risk management
A day in the life
You will work with global product managers and regional businesses in countries like India, Japan, Germany (and of course, the United States) to surface pain points that are affecting your customer's bottom line and drive solutions. Your success will depend on your ability to work with people in many different organizations (compliance, tech, business intelligence, legal and more), get everyone on board and drive alignment with executive leaders. We are a collaborative team supported by curious and capable leaders who want to see you succeed.- Bachelor's degree
- 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
- Excellent communication and analytical skills, including writing- MBA
- 2+ years experience in any of the following: labor and employment law, corporate benefits administration, insurance, payroll administration or third-party vendor management
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
