Senior Program Manager Amazon Logistics Labor Planning Product Team

The Last Mile Short Term Labor Planning Products team is seeking an experienced Program Manager to define and lead product and feature rollout processes as well as the customer experience measurement and analysis strategy for our Under the Roof Short Term Labor Planning products serving Last Mile operations. This individual will collaborate with Product Managers and Technology teams to ensure that our new product and feature releases provide the best possible customer experience for our end users. They will also drive endtoend customer experience excellence from process definition through metrics tracking and continuous improvement.

This role offers the opportunity to shape the customer experience for critical labor planning and tools used across our last mile operations network. It will directly influence the efficiency and effectiveness of Amazons Last Mile operations by reducing labor costs through improved planning and forecasting increasing operational productivity through optimized workforce management enhancing the associate experience through better scheduling and workload distribution and driving innovation in labor planning technology and processes.

The ideal candidate will combine strong program management skills with customer experience expertise a passion for operational excellence and the willingness and ability to dive deep to find answers.

Key job responsibilities
Lead feature releases from pilot to full deployment
Create training materials and documentation
Manage testing rollout and deprecation plans
Establish customer feedback programs
Analyze usage patterns and feedback
Lead issue resolution and improvement initiatives
Optimize customer journeys
Track CX metrics and feature adoption
Develop dashboards and reporting
Drive datainformed decision making
Report CX metrics to senior leaders
Collaborate with operations teams

About the team
The Last Mile Short Term Labor Planning Products team collaborates with multiple tech science data engineering and analytics teams to deliver and enhance short term labor planning and capacity setting tools. Our operations customers across multiple lines of business and geographies use our tools to maximize the Amazon fulfilled delivery experience while minimizing labor cost and optimizing the delivery associate experience.

5 years of program or project management experience
Bachelors degree in business operations human resources adult education organizational development instructional design or related field
Experience using data and metrics to determine and drive improvements
Experience owning program strategy end to end delivery and communicating results to senior leadership
Experience with operations software or workforce management tools

Masters degree or MBA in supply chain business engineering finance or related technical or quantitative field
2 years of driving process improvements experience
PMP certificate
Experience with last mile operations or logistics
Knowledge of labor planning and workforce management
Expertise in customer experience measurement methodologies
Strong analytical and data interpretation skills
Track record of driving customer experience improvements at scale
Excellence in stakeholder management and crossfunctional collaboration

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.