Program Manager, Engagement, Amazon Flex

At Amazon, we strive to be Earth’s most customer-centric company, where people can come to find and discover anything they might want to buy online. At Amazon Logistics, we are building a world-class last mile operation, significantly complimented by our brand new service, which works directly with independent contractors, called delivery partners, to make deliveries to our customers. With this new last mile delivery service (Amazon Flex), individuals can now be their own boss delivering Amazon packages. It is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more. The approach and technology are nothing short of disruptive, and promise to challenge traditional approaches, and change the way the industry operates.

We are seeking a Program Manager, Engagement to lead strategic initiatives that improve the delivery partner experience and drive long-term business outcomes across the customer lifecycle. This role serves as owner for engagement programs, partnering across Marketing, Product, Operations, Finance, Legal, PR, and Tech to design, launch, and scale solutions that improve activation, engagement, retention, and re-engagement.

The successful candidate will lead complex cross-functional programs from strategy through execution, defining business goals, success metrics, governance mechanisms, and operational plans while proactively managing risks and dependencies. By combining customer insights, data-driven decision making, lifecycle engagement strategies, and operational excellence, this role delivers scalable programs that improve both customer experience and business performance.

This role also plays a key role in business continuity planning by assessing the customer and operational impact of regulatory changes, product launches, and business disruptions, developing mitigation strategies that minimize risk while ensuring a seamless delivery partner experience.

We are continuing to build a high paced and lean Japan team to implement and expand our last mile capabilities across key segments of Japan Transportation business. Amazon is now looking to hire an experienced, passionate, dynamic, analytical, innovative, hands-on, and (most importantly) customer-obsessed Program Manager for our JP Amazon Flex Marketing Team.

More Information
・Department: Last Mile (AMZL)
・Job: Other
・Location: Tokyo Office

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture.

Key job responsibilities
- Own end-to-end strategic engagement programs across the Delivery Partner lifecycle, from problem definition through execution, launch, and measurement.
- Lead complex cross-functional initiatives by defining business objectives, success metrics, milestones, governance, risks, and dependencies.
- Design and implement customer engagement strategies leveraging communications, incentives, partnerships, and lifecycle programs to improve activation, engagement, retention, and re-engagement.
- Build scalable mechanisms, operating rhythms, and governance processes to monitor business performance and drive continuous improvement.
- Partner with Marketing, Product, Operations, Finance, Legal, PR, Tech, and external stakeholders to deliver customer-centric solutions.
- Leverage customer insights, behavioral data, and experimentation to identify opportunities and optimize program performance.
- Conduct business continuity impact assessments for customer-facing initiatives, regulatory changes, operational disruptions, and new product launches, developing contingency and mitigation plans to ensure business resilience.
- Balance customer experience, operational feasibility, and business priorities by making data-driven trade-off decisions and recommendations.
- Communicate program performance, business impact, risks, and strategic recommendations to senior leadership.

Basic Qualifications

- 4+ years of experience in program management, marketing, consulting, product management, or a related customer-facing function.
- Experience leading complex cross-functional initiatives from strategy through execution, managing stakeholders, timelines, risks, and dependencies.
- Experience using data and customer insights to influence business decisions and drive measurable business outcomes.
- Business fluency in written and verbal English and Japanese, with the ability to communicate effectively across diverse audiences and influence stakeholders through compelling narratives.
- Bachelor’s degree in Marketing, Business, Economics, Communications, Engineering, or a related field.

Preferred Qualifications

- MBA, or Master's degree
- Experience in marketplace, gig economy, logistics, mobility, e-commerce, or technology industries.
- Experience developing customer experience strategies and translating customer insights into actionable programs.
- Experience with customer segmentation, experimentation, and A/B testing methodologies.
- Strong analytical skills, including experience with SQL, Tableau, Excel, or similar tools.
- Demonstrated ability to navigate ambiguity and make sound trade-off decisions.
- Experience leading cross-functional initiatives and influencing stakeholders across multiple organizations, including senior leadership, without direct authority.

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.