Program Manager, Engagement, Amazon Flex

At Amazon we strive to be Earths 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 youll 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. Youll 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.


- 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.
- Bachelors degree in Marketing Business Economics Communications Engineering or a related field.

- MBA or Masters 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.

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