Senior Program Manager, Post Onboarding Experience, Shipper Lifecycle

Are you ready to build the future of supply chain? Amazon Supply Chain Services (ASCS) is the next AWS — a high-growth business that is opening Amazon's world-class logistics infrastructure to companies of all sizes. We're not just solving Amazon's shipping challenges; we're reimagining how every business moves products to their customers, tackling the biggest logistical opportunities facing the entire industry.

Within ASCS, Amazon Shipping is looking to hire a data-driven, customer-obsessed Sr. Program Manager to lead the Post Onboarding Shipper Experience (POSE) function. This is a unique opportunity to join one of Amazon's fastest-growing external-facing businesses at a pivotal inflection point — where the operational excellence we've built over decades becomes a platform for millions of sellers, brands, and merchants worldwide.

This role will own the end-to-end experience for shippers after they've launched on our network — driving a frustration free experience across our rapidly scaling shipper base. The successful candidate will be a strategic thinker with exceptional leadership and communication skills, adept at identifying friction points, influencing cross-functional product teams, and ensuring shippers realize the full value of Amazon's logistics capabilities. You'll operate at the intersection of product, operations, and customer experience — shaping how enterprise and mid-market shippers scale with Amazon Shipping long after their first package is inducted.

Key job responsibilities
Relentlessly advocate for Shippers and strive to simplify and improve their experience
Be a SME for the SWA WW onboarding processes and a key point of escalation for post onboarding experience
Identify short and long-term improvements to our customer acquisition workflow and build business cases to invest in scalable solutions.
Work closely with operations teams on process improvement for shipper experience.
Lead process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.
Partner with Product/Tech teams to define requirements for long-term tech improvements.
Drive program objectives – operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across large group of stakeholders, and develop and execute launch plans of new products and processes.
Scale services, tools, and processes that will enable the business’ growth in volume, complexity, and geographic dispersion while still maintaining a high bar for the customer experience.
Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcement, FAQs, and program resource guides.
Travel up to 15% of the time

A day in the life
Working independently and autonomously analyzing data for all geos and driving process improvement plans to improve shipper experience. Collaborating with business, operations, product & tech to drive change.

About the team
Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 139,900.00 - 189,300.00 USD annually
USA, TN, Nashville - 114,500.00 - 160,000.00 USD annually
USA, WA, Bellevue - 127,200.00 - 172,100.00 USD annually