Senior Program Manager, Delivery Quality and Enforcement, Amazon Flex Service Level Standards (SLS)

Description

At Amazon, we're looking for a Sr. Program Manager for Amazon Flex. Amazon Flex works directly with independent contractors – called delivery partners – to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more.

The Sr. Program Manager will own the design and execution of evaluation and enforcement frameworks for delivery partners at scale. You will build mechanisms that prevent defects across station and on-road operations — identifying root causes, fixing underlying process failures, and ensuring recurrence does not happen. This includes continuous improvement of how delivery partners receive guidance, how delivery history is surfaced, and how corrective actions are applied consistently across the network.

This role requires troubleshooting, root cause identification, problem-solving, analytical reasoning, and the ability to operate in a fast-paced environment. You will partner cross-functionally with Operations, Legal, and senior leadership (Directors and VPs) to drive technology enhancements, process redesign, policy recalibration, and enforcement governance.

Key job 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

A day in the life

Your day revolves around analyzing delivery defect data trends and working across teams to improve quality outcomes. You'll dive into defect patterns across Under-the-Roof, On-the-Road, Customer Doorstep, and Return to Station touchpoints, collaborating with Operations and tech teams to understand issues. You'll spend time building dashboards and reporting mechanisms, responding to escalations, and meeting with cross-functional partners including Legal and senior leadership to align on enforcement strategies. You'll also dedicate time to ensuring solutions scale effectively across geographies and business lines.

About the team

The SLS team exists because the quality of every Amazon delivery is the quality of Amazon. At the scale of Amazon Flex — over one million independent delivery partners across nine countries — even small failure rates compound into millions of customers affected. SLS owns the policies, standards, and enforcement systems that define what good delivery looks like, identify when it is not happening, and act on that signal quickly and fairly.

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

• 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.)

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&D 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, WA, Bellevue - 115,600.00 - 160,000.00 USD annually