Change Manager, Delivery Service Partner

The Change Manager (CM) serves as a coordinator of transformation across the delivery network. They support projects impacting DSPs, ensuring every transition is smooth, purposeful, and impactful. From the moment a Project Owner (PO) submits a request until after implementation, the CM manages change by using their expertise to distill inputs from stakeholder groups, inform decisions, and recommend solutions. This work is both tactical and operational, requiring them to handle complex problems and escalations with guidance from senior leadership.
Their scope spans the delivery ecosystem—from Amazon Logistics (AMZL) and Amazon XL (AMXL) to Same Day (SD), Sub Same Day (SSD), and eventually A-Now and A-Rush operations. With this view, CMs act as guardians of both Delivery Service Partner (DSP) and Delivery Associate (DA) experiences, balancing innovation with operational stability.
This role is underpinned by its preventive approach—working closely with stakeholders and operational CMs to identify potential roadblocks before they materialize. When challenges arise, they collaborate with POs to develop mitigation strategies and escalate where necessary.
Beyond managing change—they're advocates of Amazon's Day 1 culture, enabling us to innovate at speed and scale whilst ensuring we take the DSPs with us and that pace is sustainable.

Key job responsibilities
• Complexity: The CM navigates and coordinates conflicting priorities to support smooth deployment and communication. They understand the interdependencies of the business problems they help solve (e.g., aligned workflows, customer requirements, process limitations, legal or compliance requirements, program support, etc.) and they contribute data-driven inputs to prioritization. They support the case for project priorities and/or appropriate program adoption to achieve a desired business outcome, resolve a deficiency, or unblock delivery.
• Scope and Influence: The CM develops working backwards plans for projects to support POs and ensure relevant viewpoints are sought and incorporated into project development prior to deployment. They possess foundational understanding of operational processes and workflow, and they provide guidance to teams and field personnel on their projects. They facilitate projects that feed into manager and director-level goals.
• Ambiguity: The CM proactively identifies risks and brings them to the attention of the team and stakeholders with proposed plans for mitigation before they become roadblocks. These efforts require them to collaborate with and influence multiple teams, e.g., legal, finance, and pricing, within their organization at the AMET level.
• Communication: The CM communicates ideas effectively, verbally and in writing, to a range of audiences. They foster constructive dialogue, harmonize discordant views, provide recommendations, and contribute to the resolution of contentious issues. They partner successfully with project and program managers, regional stakeholders, DSPs, and business partner teams.

Basic Qualifications

- 3+ years of program or project management experience
- Experience implementing repeatable processes and driving automation or standardization
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Bachelor's degree

Preferred Qualifications

- 2+ years of driving end to end delivery, and communicating results to senior leadership experience
- 2+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

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