Escalations Manager, AFP Partner Success Team

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 () is a new program that enables entrepreneurs to start and grow their trucking business alongside Amazon with exclusive training ability to hire from their local communities and long-term growth potential.

Our team is looking for a Sr. Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful customer-focused and has strong communication skills and the ability to build relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.

This role requires building mechanisms for communication and working models across teams and will require the ability to influence others.

This role can be based out of Bellevue WA Atlanta GA or Nashville TN. Come and see for yourself why Amazon is rated as one of the top companies on the Forbes Worlds Best Employers of 2020 list and be part of our tradition of working hard having fun and making history!

Key job responsibilities
- Establish mechanism for reporting and managing issues ensuring a timely resolution
- Own the knowledge management process ensuring documentations are accurate and up-to-date
- Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
- Own and contribute to a development roadmap for new features and use cases
- Identify and document use cases proving insights to tailor unique needs
- Define the communication strategy ensuring clarity consistency and a positive experience
- Develop a standard suite of responses and templates for handling inquiries ensuring uniform communication
- Define clear escalation paths for issues
- Collaborate with stakeholders to manage SLAs and responses to issues
- Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
- Build and maintain data collection establish reporting structures and dashboard.

- 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 business operations human resources adult education organizational development instructional design or related field
- Knowledge of general AI tools
- Experience designing implementing and scaling upskilling apprenticeship or workforce development programs across large-scale operations or corporate environments including forecasting workforce needs and leveraging analytics to drive program decisions

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at GA Atlanta - 115600.00 - 160000.00 USD annually
USA TN Nashville - 104100.00 - 155400.00 USD annually
USA WA Bellevue - 115600.00 - 160000.00 USD annually