Senior Program Manager, Last Mile Deliverly Experience

At Amazon, you'll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making, to Generative AI that helps you focus on work that truly matters. You'll have opportunities and resources to develop AI fluency at your own pace, with continuous learning built into the culture. We are seeking a Senior Program Manager to lead strategic defect reduction programs across the JP AMZL delivery ecosystem. This role owns end-to-end program strategy for a critical pillar of the LMDX defect landscape — driving execution through cross-functional teams and delivering measurable reductions in cost-to-serve and concessions while improving the customer experience at scale. You will own high-visibility metrics, build mechanisms to detect and eliminate root causes of delivery failures and unnecessary concession spend, and partner with engineering and operations leaders to ship customer-facing improvements. The ideal candidate is a self-directed operator who can structure ambiguous problems, build the analytical case, and drive results through influence — not authority. Key job responsibilities ### Strategic Ownership & Leadership - Own strategy and execution for a major defect domain (e.g., OTR Concessions including DNR, Damage, and Driver Scorecard; or Delivery Success), delivering measurable DPMO reductions, cost-to-serve improvements, and customer experience gains - Define the 3-year roadmap and OP1/OP2 goals for your domain; translate ambiguous customer pain points into prioritized, quantified initiatives with clear success metrics - Set the strategic direction for your programs and escalate blockers to senior leadership to unblock execution ### Cross-Functional Program Management - Drive cross-functional programs requiring coordination across Operations, Engineering (REX, ShipTech, LMT), Science, and CX partner teams - Own intake prioritization and bandwidth negotiation with engineering teams; manage program timelines, dependencies, and trade-offs - Author and present BRDs and leadership narratives (VP/Dir level) to secure prioritization and funding ### Data-Driven Decision Making - Build and maintain analytical frameworks (bridges, attribution models, cost-impact estimations) that isolate operationally controllable defects from systemic or upstream issues - Define metric definitions, validate data pipelines, and ensure single-source-of-truth reporting across WBR/MBR cadences - Conduct deep-dive analysis on metric movements, spikes, and outliers; convert findings into actionable improvement plans - Leverage AI/ML-driven tools and automation to identify defect patterns, predict failure modes, and accelerate root-cause analysis at scale ### Mechanisms & Operational Cadence - Build durable mechanisms (dashboards, escalation paths, station outreach cadences) that sustain improvements without continuous manual effort - Lead weekly/monthly business reviews for your domain; prepare narratives, callout metrics, and andon-style escalations - Drive WW parity assessments — identify where JP lags EU/NA on customer experience standards and build the business case to close gaps ### Stakeholder & Partner Management - Build and maintain strong working relationships with Operations, Engineering, and Science counterparts; serve as the trusted point of contact for your domain - Represent the customer defect perspective in engineering roadmap reviews and prioritization forums; influence without authority - Communicate program status, risks, and trade-offs to Director/VP-level stakeholders through crisp written narratives A day in the life **Morning** — You review overnight metric movements in your domain dashboards. A spike in Delivered Not Received (DNR) DPMO catches your eye — you pull the data, isolate it to a station cluster, and draft a deep-dive to share with Ops leaders at standup. You follow up with the Operations team on action items from last