Senior Program Manager, EU Shipper Support, Amazon Shipping

Amazon's mission is to be Earth's most customer-centric company, and Amazon Shipping exemplifies this commitment. As a shipping service provider supporting e-commerce businesses, we offer competitive rates and delivery speeds without compromising on customer obsession. The Amazon Shipping team drives strategic innovation to transform shipping experience for our business partners. We leverage Amazon's core strengths in logistics excellence, flexible delivery options, and end-to-end visibility to create competitive advantages for our enterprise shippers. We play a critical role in listening to shippers and escalating pain points, enabling Amazon to improve and deliver world-class service while building a scalable and profitable network that brings value to both our customers and Amazon. Our team's dedication to service reliability and innovation directly supports our global tenets of maximizing existing technology while providing value-based pricing that works for shippers and Amazon a like.

As a Program Manager for Shipper Support based out of London or Milan, you will drive process improvement and operational excellence across the Shipper Support organization. You will identify systemic defects, design scalable solutions, and partner with cross-functional teams to implement changes that improve the shipper experience and operational efficiency. Core part of the role is to liaise with Product Managers and Support Program managers and translate ambiguous business needs into structured, scalable programs. You will serve as the bridge between front-line operations and the broader business, translating shipper pain points into actionable improvement initiatives.

Key job responsibilities
• Identify, scope, and lead process improvement initiatives that enhance shipper experience, reduce defects, and drive operational efficiency across the Shipper Support organization
• Coach Shippers, Account Managers and Shipper Support Specialists team to identify defects, perform root cause analysis, and develop solutions — building a culture of continuous improvement at all levels
• Partner with cross-functional teams (Product, Engineering, Operations) to advocate for and implement process and tool improvements based on frontline insights
• Analyze contact drivers, shipper pain points, and operational data to identify trends, quantify impact, and prioritize improvement opportunities
• Design and document scalable processes, SOPs, and playbooks that drive consistency and quality across the team
• Own the end-to-end lifecycle of improvement initiatives — from problem identification through solution design, piloting, measurement, and full rollout
• Create and present narratives (6-pagers, WBR/MBR inputs, program updates) to leadership that clearly articulate problems, proposed solutions, and measurable outcomes
• Develop and maintain metrics and reporting mechanisms to track the impact of process improvements and demonstrate ROI
• Facilitate knowledge transfer between regions (US, UK, FRITES) to ensure best practices are shared and scaled globally
• Act as a subject matter expert on shipper support operations, providing guidance on complex issues and escalation patterns


About the team
About the team
Amazon Shipping is a customer-obsessed delivery service that serves Shippers (vendors, sellers) who ship their items either into Amazon buildings or to non-Amazon destinations. The Shipper Support team's main mission is to provide best-in-class customer service to our Shippers across all segments. We are a metrics-focused organization who keep raising the bar on shipper-facing performance. The Program Manager plays a pivotal role in translating operational insights into systemic improvements and partnering with the Commercial and Operations teams to build a more efficient and effective support model.

Basic Qualifications

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Relevant experience with program management, logistics, operations, supply chain, transportation, or related

Preferred Qualifications

- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
- Experience in business process improvement, Lean or Six Sigma

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The minimum gross base salary for this position is listed below. The base salary listed corresponds to working on a full-time basis. For part-time hours, the salary will be pro-rated.

Amazon reserves the right to offer a higher salary and/or level, depending on the candidate's skills, competencies, and experience. Amazon's package may include a sign on payment. In addition, the candidate may be eligible to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA.

Your recruiting team will share final salary and any restricted stock unit scheme if applicable, depending on skills and requirements.

In addition to statutory benefits, and those applicable to the relevant CBA, company supplementary benefits may apply subject to further terms.

Milan, ITA - 52,400.00 EUR Annually