Sr. Escalation Manager, GFP, Global Fleet & Products

Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies processes and standards to identify high-priority issues and ensure responses to these issues are high-quality and delivered timely. This individual will spend time inspecting program and product team processes and policies to understand the root of the customer issue. The individual will use that information to partner with the program and product teams to develop solutions that balance speed quality and parallel the individual in this role will support program or product teams in developing and distributing responses to the delivery partners or Amazon leaders who reported the issue. The individual in this role will Insist on the Highest Standards and ensure solutions and responses meet or exceed the expectations of both our delivery partners and Global Fleet and Products leadership. The individual would thrive in ambiguity and be comfortable working cross-functionally to understand the both the big picture and the gritty detail. This person must be able to influence leadership communicate ideas effectively (verbally and in writing) and build consensus among groups with competing priorities.


Key job responsibilities
Create and deploy high-priority issue management policies processes and standards
Guide the responsible program or product managers through the issue process from start to finish
Dive deep into the processes that are driving the issue and partner with program and product teams to develop solution(s)
Facilitate meetings with Global Fleet and Products leadership to gather feedback on issue root cause potential solutions and customer responses
Regularly report program status to Global Fleet and Products leadership
Work with technology teams to build/adjust tools to enable ideal future state issue management process

About the team
The Global Fleet and Products team is responsible for providing our delivery partners a bar-raising fleet experience using the safest most efficient most sustainable and lowest cost vehicles in the world. That experience not only includes the vehicles that we provide but also the services we offer to help partners manage their fleet. Our partners like us have high standards and constantly provide feedback on how we can improve. While weve built learning mechanisms to capture this feedback weve found we need a way to identify the highest-priority issues. We also need to dive deeper into those high-priority issues to ensure we understand the customer problem. Finally we need to spent more time evaluating solutions to ensure the one(s) chosen will prevent the issue from happening parallel we need to keep our delivery partners updated. To do this we need to develop a process to both develop and deliver high-quality customer responses in a timely manner. To close the feedback loop we need a way to ensure program and product teams implement the solutions and maintain their commitments to our delivery partners. High-priority issues may also be raised by other Amazon teams - not just our delivery partners.

- 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 WA Bellevue - 115600.00 - 160000.00 USD annually