Program Manager, AMZL Field Support

Program Manager

Amazon is looking for a Program Manager with a strong delivery record and proven project management experience to manage device service operations and geographic expansion. This role requires independently managing difficult, cross-functional projects including vendor selection, service coverage expansion, and operational reporting processes. You will work backward from customer needs, partner with regional operations teams, delivery service partners, third-party manufacturers, and internal product teams to scope efforts, set priorities, drive timely decisions, and deliver results that improve service coverage and operational performance. The ideal candidate will demonstrate strong analytical capabilities to transform raw data into clear insights, relationship-building skills to navigate diverse stakeholder groups, and the ability to accelerate progress by identifying blockers, clearing obstacles, and escalating appropriately. You will own program communication, manage recurring operational reporting processes, and apply process improvement methodologies to increase team efficiency and delivery speed in fast-paced, ambiguous environments.

Key job responsibilities:

• Manage difficult, cross-functional projects for device service expansion and operational excellence initiatives
• Partner with stakeholders to secure resources, scope efforts, set project priorities and milestones, and drive delivery to meet program goals
• Own recurring operational reporting processes including data analysis, vendor performance tracking, and stakeholder communication
• Drive crisp and timely decisions by facilitating productive discussions, clearing blockers, and escalating appropriately
• Work backward from delivery service partner and regional operations needs to define requirements and improve service coverage
• Manage vendor relationships and performance, serving as liaison between internal teams and external service providers
• Identify and mitigate risks proactively, keeping scope under control while accelerating progress
• Apply process improvement methodologies to optimize cross-team processes and improve delivery efficiency
• Communicate clearly and concisely (verbal and written) to managers and cross-functional stakeholders on program status, risks, and decisions
• Support operational excellence programs, resolving complex cases and driving toward utilization and performance targets

A day in the life:

Your day will be a dynamic blend of strategic planning and hands-on execution. You'll collaborate with cross-functional teams, third-party manufacturers, and regional fleet managers to establish device repair capabilities in emerging markets like Canada, Mexico, Puerto Rico, and Hawaii. By leveraging data-driven insights and building strong relationships, you'll drive meaningful improvements in our vehicle technology ecosystem.

About the team:

We are a collaborative, forward-thinking group dedicated to enhancing operational excellence. Our team is committed to solving complex challenges that directly impact delivery performance. By joining us, you'll work alongside innovative professionals who are passionate about creating scalable, efficient solutions that push the boundaries of service delivery.

Basic qualifications:

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Preferred qualifications:

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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, TN, Nashville - 66,800.00 - 116,800.00 USD annually