Senior Program Manager - Service Level Standards, DSP Capacity and Planning Team
Senior Program Manager - Service Level Standards, DSP Capacity and Planning Team
Posted on :
21-08-2025
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1 Vacancy
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Job Description
We are seeking a Senior Program Manager Service Level Standards (SLS) to lead the design development and execution of the SLS framework across all Delivery Service Partners (DSPs) in Japan. This role will be instrumental in building metrics and processes that drive operational excellence improve driver engagement and safety and enhance customer outcomes.
Key Job Responsibilities
- Define the vision and strategy for Service Level Standards across Japans DSP network.
- Build and execute a roadmap to deliver measurable improvements in DSP performance.
- Design implement and continuously improve metrics and mechanisms for DSP performance management.
- Own end-to-end delivery of SLS programs including scoping design deployment and iteration.
- Partner with cross-functional teams (operations technology legal HR) to ensure SLS initiatives align with broader business goals.
- Analyze operational data to identify trends gaps and opportunities and develop action plans to address them.
- Drive initiatives that enhance driver motivation safety and customer experience through effective SLS deployment.
- Act as a thought leader for performance measurement within the DSP ecosystem in Japan.
Key job responsibilities
Responsibilities include (but are not limited to):
- Establish and lead mechanisms to monitor measure and improve Service Level Standards (SLS) across Japans DSP network.
- Drive operational excellence by identifying process gaps and implementing innovative solutions that enhance DSP performance driver motivation and safety.
- Develop scalable tools and workflows to automate performance measurement and enable DSPs to manage their businesses effectively.
- Own and continuously refine SLS performance metrics setting benchmarks and leading reporting for business reviews.
- Capture insights and develop best practices to strengthen the DSP ecosystem with a focus on efficiency scalability and sustainability.
- Translate complex operational challenges into actionable business and technical requirements for cross-functional teams.
- Partner with technology operations and legal teams to design and deploy SLS systems that balance operational rigor with user-centric design.
- Lead the development and rollout of SLS-related initiatives ensuring alignment with broader DSP and Last Mile business objectives.
- Analyze data and trends to proactively identify risks and opportunities implementing corrective actions as needed.
- Manage multiple priorities and deliver results in a fast-paced ambiguous environment ensuring initiatives meet customer and partner expectations.
A day in the life
Whats a day in the Amazon office like Benefits the team
About Amazon
At Amazon we are working to be the most customer-centric company on earth. The Japan Last Mile DSP Team is dedicated to exceeding customer expectations by enabling fast accurate and cost-effective deliveries. We partner with hundreds of DSPs nationwide to deliver millions of packages every week.
About the Team
The Capacity and Planning Team within the Japan DSP organization is responsible for ensuring our DSP network has the right capacity structure and tools to scale sustainably. This includes designing metrics and mechanisms that help DSPs manage their businesses effectively while motivating drivers improving safety and delivering exceptional customer experiences.
262051bizstrtgy
- 2 years of program or project management experience
- 2 years of owning program strategy end to end delivery and communicating results to senior leadership experience
- 2 years of developing program strategies and plans diving execution and influencing senior stakeholders experience
- Bachelors degree
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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.
Key Job Responsibilities
- Define the vision and strategy for Service Level Standards across Japans DSP network.
- Build and execute a roadmap to deliver measurable improvements in DSP performance.
- Design implement and continuously improve metrics and mechanisms for DSP performance management.
- Own end-to-end delivery of SLS programs including scoping design deployment and iteration.
- Partner with cross-functional teams (operations technology legal HR) to ensure SLS initiatives align with broader business goals.
- Analyze operational data to identify trends gaps and opportunities and develop action plans to address them.
- Drive initiatives that enhance driver motivation safety and customer experience through effective SLS deployment.
- Act as a thought leader for performance measurement within the DSP ecosystem in Japan.
Key job responsibilities
Responsibilities include (but are not limited to):
- Establish and lead mechanisms to monitor measure and improve Service Level Standards (SLS) across Japans DSP network.
- Drive operational excellence by identifying process gaps and implementing innovative solutions that enhance DSP performance driver motivation and safety.
- Develop scalable tools and workflows to automate performance measurement and enable DSPs to manage their businesses effectively.
- Own and continuously refine SLS performance metrics setting benchmarks and leading reporting for business reviews.
- Capture insights and develop best practices to strengthen the DSP ecosystem with a focus on efficiency scalability and sustainability.
- Translate complex operational challenges into actionable business and technical requirements for cross-functional teams.
- Partner with technology operations and legal teams to design and deploy SLS systems that balance operational rigor with user-centric design.
- Lead the development and rollout of SLS-related initiatives ensuring alignment with broader DSP and Last Mile business objectives.
- Analyze data and trends to proactively identify risks and opportunities implementing corrective actions as needed.
- Manage multiple priorities and deliver results in a fast-paced ambiguous environment ensuring initiatives meet customer and partner expectations.
A day in the life
Whats a day in the Amazon office like Benefits the team
About Amazon
At Amazon we are working to be the most customer-centric company on earth. The Japan Last Mile DSP Team is dedicated to exceeding customer expectations by enabling fast accurate and cost-effective deliveries. We partner with hundreds of DSPs nationwide to deliver millions of packages every week.
About the Team
The Capacity and Planning Team within the Japan DSP organization is responsible for ensuring our DSP network has the right capacity structure and tools to scale sustainably. This includes designing metrics and mechanisms that help DSPs manage their businesses effectively while motivating drivers improving safety and delivering exceptional customer experiences.
262051bizstrtgy
- 2 years of program or project management experience
- 2 years of owning program strategy end to end delivery and communicating results to senior leadership experience
- 2 years of developing program strategies and plans diving execution and influencing senior stakeholders experience
- Bachelors degree
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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