Sr Program Manager Escalations
Sr Program Manager Escalations
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
07-04-2025
Job Description
Would you like to be part of a team focused on driving innovation in the transportation industry while working to empower entrepreneurs and contribute to Amazons sustainability goals If you have strong customer focus great instincts and a drive to build new mechanisms that enable program scale you may be just right for this Sr. Program Manager role on the AFP Marketing Acquisition and Experience team. Amazon Freight Partner (freightpartner.amazon) program enables entrepreneurs to start and grow their trucking business alongside Amazon with exclusive training ability to hire from their local communities and longterm growth potential.
Our team is seeking a Sr. Program Manager to build and lead our escalation management framework ensuring operational issues and highseverity events are handled efficiently and effectively. This role will be responsible for designing implementing and governing an endtoend escalation framework defining clear ownership tiering structures SLAs and resolution pathways across multiple functional areas.
This role operates at multiple levelsfrom shaping strategy and influencing senior leadership to diving deep into operational . The ideal candidate is an experienced program leader who thrives in matrixed environments can align crossfunctional stakeholders and is comfortable both presenting to executives and executing handson work.
You will own the governance of our escalation program ensuring that issues are triaged managed and resolved efficiently while continuously improving our processes. You will also drive knowledge management reporting mechanisms and stakeholder enablement to ensure teams are equipped to handle escalations effectively. This role is ideal for someone who thrives in fastpaced environments has a strong mix of strategic thinking and handson and can drive meaningful change across a complex organization.
Key job responsibilities
Job responsibilities include:
* Design and implement the escalation management framework including tiering structures ownership models and SLAs for different types of escalations.
* Develop governance mechanisms to ensure accountability and consistent issue resolution.
* Establish reporting and analytics to track escalation trends and resolution effectiveness.
* Own the knowledge management process ensuring documentation is current accurate and accessible.
* Build and manage standardized escalation workflows including resolution pathways and playbooks.
* Define and enforce SLAs to drive timely and highquality resolution of escalations.
* Develop a structured process for onboarding new teams into the escalation system and drive adoption.
* Partner with tech and product teams to enhance escalation tooling and automation.
* Influence senior leaders and crossfunctional teams to ensure alignment and of escalation best practices.
5 years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy end to end delivery and communicating results to senior leadership
2 years of driving process improvements experience
Masters degree or MBA in management business administration economics engineering marketing
Experience managing incidents escalations crisis management risk management or other relevant experience in a fastpaced environment
Knowledge of CRM tools (e.g. Salesforce)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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/howwehire/accommodations for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our team is seeking a Sr. Program Manager to build and lead our escalation management framework ensuring operational issues and highseverity events are handled efficiently and effectively. This role will be responsible for designing implementing and governing an endtoend escalation framework defining clear ownership tiering structures SLAs and resolution pathways across multiple functional areas.
This role operates at multiple levelsfrom shaping strategy and influencing senior leadership to diving deep into operational . The ideal candidate is an experienced program leader who thrives in matrixed environments can align crossfunctional stakeholders and is comfortable both presenting to executives and executing handson work.
You will own the governance of our escalation program ensuring that issues are triaged managed and resolved efficiently while continuously improving our processes. You will also drive knowledge management reporting mechanisms and stakeholder enablement to ensure teams are equipped to handle escalations effectively. This role is ideal for someone who thrives in fastpaced environments has a strong mix of strategic thinking and handson and can drive meaningful change across a complex organization.
Key job responsibilities
Job responsibilities include:
* Design and implement the escalation management framework including tiering structures ownership models and SLAs for different types of escalations.
* Develop governance mechanisms to ensure accountability and consistent issue resolution.
* Establish reporting and analytics to track escalation trends and resolution effectiveness.
* Own the knowledge management process ensuring documentation is current accurate and accessible.
* Build and manage standardized escalation workflows including resolution pathways and playbooks.
* Define and enforce SLAs to drive timely and highquality resolution of escalations.
* Develop a structured process for onboarding new teams into the escalation system and drive adoption.
* Partner with tech and product teams to enhance escalation tooling and automation.
* Influence senior leaders and crossfunctional teams to ensure alignment and of escalation best practices.
5 years of program or project management experience
Experience using data and metrics to determine and drive improvements
Experience owning program strategy end to end delivery and communicating results to senior leadership
2 years of driving process improvements experience
Masters degree or MBA in management business administration economics engineering marketing
Experience managing incidents escalations crisis management risk management or other relevant experience in a fastpaced environment
Knowledge of CRM tools (e.g. Salesforce)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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/howwehire/accommodations for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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