Amazon is looking for a Senior Program Manager with a strong delivery record and proven project management experience to own strategic, tactical, cross-functional and technology projects and programs across multiple verticals. This role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination, project management and executive presentation skills are essential. The ideal candidate will leverage extensive project management experience, combined with deep analytical capabilities and a keen sense of innovation, to lead complex projects from conception to completion.

We are actively seeking an experienced Senior Program Manager for providing our delivery partners a bar-raising fleet experience using the safest, most efficient, most sustainable, and lowest cost vehicles in the world. That experience not only includes the vehicles that we provide, but also the services we offer to help partners manage their fleet. Our partners, like us, have high standards and constantly provide feedback on how we can improve. While we’ve built learning mechanisms to capture this feedback, we’ve found we need a way to identify the highest-priority issues and a process to both develop and deliver high-quality response in a timely manner. To close the feedback loop, we also need a way to ensure program and product teams incorporate this feedback into their future programs/products. High-priority issues may also be raised by other Amazon teams - not just our delivery partners.

Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will influence policies, processes, and standards to identify high-priority issues and ensure responses to these issues are high-quality and delivered timely. The individual in this role will have Bias for Action and support program or product teams in developing and distributing responses. The individual in this role will Insist on the Highest Standards and ensure responses meet or exceed the expectations of both our delivery partners and Global Fleet and Products leadership. The individual would thrive in ambiguity and be comfortable working cross-functionally to understand the both the big picture and the gritty detail. This person must be able to influence leadership, communicate ideas effectively (verbally and in writing), and build consensus among groups with competing priorities.

Key job responsibilities
• Create and deploy high-priority escalation management policies, processes, and standards
• Guide the responsible program or product managers through the escalation process from start to finish
• Continually update escalation management policies, processes, and/or standards to balance speed and quality
• Facilitate meetings with Global Fleet and Products leadership to gather feedback on responses
• Regularly report program status to Global Fleet and Products leadership
• Work with technology teams to build/adjust tools to enable ideal future state escalation management process