Amazon is seeking a Program Manager to join our North American Transportation Customer Delivery Excellence team. This role provides the opportunity for broad exposure to various business, financial, and technical teams within Amazon.

As the owner of key Customer Experience (CX) programs, you will partner with key stakeholders to drive improvements in critical quality metrics for our Amazon Fulfillment Network, focusing on on-time shipping and delivery performance while ensuring customers continue to access faster delivery promises in the US region.


Key job responsibilities
- Lead high-impact initiatives focused on enhancing fulfillment and delivery service performance.
- Collaborate with data scientists, business intelligence engineers to analyze performance metrics and defect anecdotes, using these insights to implement changes that raise the bar on fulfillment quality and delivery accuracy.
- Leverage process improvement methodologies and data analysis (e.g., Lean, Agile, Kaizen, Six Sigma, Statistical Analysis) to optimize workflows, ensuring that Amazon’s fulfillment centers and transportation teams deliver consistently high-quality results.
- Collaborate with stakeholders across multiple teams—including partner CX teams, Operations, Engineering, Finance—to deliver large-scale, cross-functional projects.
- Manage communication across all program touchpoints, ensuring stakeholders are informed, blockers are resolved, and timelines are met with minimal disruption to operational teams.
- Proactively manage risks, ensuring project scope, milestones, and resources are aligned to meet business goals.
- Maintain a sharp focus on customer satisfaction, identifying the root causes of customer experience misses and working across teams to mitigate them while ensuring scalable, sustainable solutions
- Focus on the larger business picture, balancing customer experience, financial objectives, and compliance when making decisions or recommending program adjustments.


About the team
The Customer Delivery Excellence (CDE) organization is part of Global Transportation Services (GTS), composed by program management professionals, data scientists and business intelligence engineers. The team leverages data and defect anecdotes leading to customer experience misses to continually raise the bar on fulfillment and delivery service performance at Amazon. CDE implements governance policies across teams and key performance indicators incorporating the cost of customer facing delays to ensure that business decisions from technology, fulfillment and transportation results in world class on-time execution of Amazon’s supply chain. CDE influences and defines the short and mid-term roadmaps with vertical organizations to ensure units arrive safely, defect-free and within the planned service agreement. The team moves at a fast pace and embraces the Amazon culture of work hard, have fun, make history!!