Amazon's Inbound Transportation Shipper Support Team (AIT-SS) works to ensure that our shippers receive the highest level of performance. We design and implement processes to protect the inbound shipping experience while minimizing friction caused by disruptions. We are looking for a Program Manager with a passion for people, process, and technology to drive initiatives that will transform operations and enhance the shipper experience.

You will be responsible for driving process improvement, waste elimination, and program/product alignment. You will drive a culture of self-inspection and continuous improvement where acting on fact and eliminating defects and waste is the norm. You will apply a mix of quantitative and leadership skills to identify areas of improvement and prioritize resources. You will lead, build rapport with stakeholders across functions regardless of formal reporting relationships.

Key job responsibilities
- Lead and drive process improvements (short-term wins) as well as process design/redesign (long-term wins) efforts.
- Support administrative-related activities and continuously identify new areas for improvement.
- Own the improvement of metrics in Decision Quality by collaborating with operations, program, product, and policy teams.
- Create and implement deep dives into metrics and continuously improve methods for analyzing performance data.
- Design and develop new Ops metrics that reflect Ops efficiency and effectiveness.
- Perform quantitative analysis of key process indicators to identify opportunities for process improvement.
- Drive process standardization across the team.
- Develop mechanisms to surface known best practices and initiate mechanisms to automate.
- Collaborate with and influence the product management, operations, and leaders on individual projects, milestones, and risks.
- Form the critical feedback link between operations teams and product teams using anecdotes and supporting data to drive a continuous improvement cycle.

A day in the life
Each day, you'll assist in the daily team start of shift by ensuring that necessary data is available. You'll also participate in and provide data for daily and weekly business reviews. In addition, you'll participate or host best practice reviews to ensure the team is able to provide an excellent shipper experience.

About the team
The Amazon Inbound Transportation Shipper Support team was established in October 2021 out of a need to create single-thread ownership and leadership over our inbound shipper experience. Faced with a heavy volume of shipper missed pickup cases, the team rapidly earned a reputation for quick, impactful results by improving service levels and driving speed in resolving our shippers' concerns.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
Learn more about our benefits here: https://www.amazon.jobs/en/internal/benefits/us-benefits-and-stock

We are open to hiring candidates to work out of one of the following locations:

Tempe, AZ, USA