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Sr. Program Manager, Amazon Logistics Community Operations - Issue Resolution

Posted: 20 Nov 2020 Closes: 20 Dec 2020
GB, London Competitive
Permanent & Full-time 93526396


At Amazon, we're working to be the most customer-centric company on earth and we believe our neighbors are our customers. Are you passionate about being a part of a team where your work has meaningful impact on communities and those in need? Do you get excited about operating in an ambiguous green field environment? Are you looking for an opportunity to define a roadmap for work that is critical to Amazon's continued ability to deliver smiles in communities? The Amazon Logistics (AMZL) Community Operations team is charged with defining a plan for ensuring our AMZL operations deliver a positive net impact in the communities where we operate today and in the future. We are driving community engagement and working to embed standard work into our day to day operations creating a positive impact in our communities. If you want to join a fast-paced, innovative team that is critical to our long term expansion plans, this is the place for you.

AMZL Community Ops is looking for a senior program manager to be a part of our Issue Resolution team responsible for driving community related escalations to resolution. You will be responsible for facilitating and conducting Regional On The Road (OTR) and Under The Roof (UTR) communications and working with cross functional teams to deep dive escalations, conduct root cause analyses, drive resolution, close the communication loop with community members, and ensure fixes are applied network wide. Your role is critical for driving a positive reputation and brand in local communities, ensuring we are a good neighbor, and creating a positive net impact in the neighborhoods where we operate. We are looking for program managers with tactical operations experience, a penchant for process deployment, excellent communication skills, and an ability to work cross functionally with leaders and stakeholders across the organization. The ideal candidate has an ability to turn ideas into reality to ensure successful implementation of various programs, projects, and initiatives to delight our customers.

Responsibilities include (but are not limited to):
· Ensure that you and the team remain customer obsessed, remembering the community is our customer
· Cross functional coordination and task tracking
· Communications across various parties to ensure alignment of goals and tasks to ensure the overall success of the program
· Strategic planning and forecasting to evaluate effectiveness of existing mechanisms and iterate appropriately
· Ability to manage multiple deployments of complex projects simultaneously
· Work within various time constraints to meet critical business needs; we work fast and hard to ensure we resolve issues raised by our community members
· Creating and implementing improvements to our transportation network that deliver flexible and efficient products on behalf of our customers


· Bachelor's degree required
· 5+ years of progressive responsibility in program or project management
· Ability to travel up to 25% at times
· Proven background and prior experience in a program management or operational role within a parcels, logistics, last mile delivery, gig economy, or supply chain environment
· Experience in an operational management / product / program or business development role
· Demonstrable track record of success
· Proven experience in executing program solutions in a fast paced, high growth, operational business environment
· Experience managing, negotiating, and communicating with internal business partners
· Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines
Proven track record of complex and creative problem solving and the desire to create and build new processes


· Master's degree/MBA in business, operations, logistics, supply chain, or related field
· Experience as a process deployment program manager
· 7+ years of progressive responsibility in program or project management

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
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