Have you ever thought about what it takes to ensure the data behind millions of delivery decisions is accurate, consistent, and trusted worldwide? Have you considered what happens when a Delivery Service Partner disputes their capacity targets and how that resolution shapes their business outcomes and their trust in Amazon? If so, the DSP Capacity Planning team needs you.

We sit at the heart of Amazon's last mile operation, building the models, tools, and processes that help over 4,000 Delivery Service Partners (DSPs - the independent business owners who deliver packages to Amazon's customers) reliably meet customer demand, grow sustainably, and perform at their best.

We are looking for a Program Manager to own worldwide metric fidelity and capacity dispute resolution for DSP Capacity Planning. You will ensure the metrics that drive planning decisions are accurate, consistent, and trusted across all regions. You will own the capacity dispute process end-to-end - managing root cause analysis, driving resolution, and identifying systemic improvements that eliminate recurring issues. This role requires a program leader who can assess the current state of metric health, define the path to green, and drive alignment across engineering, operations, finance, and field teams worldwide while operating with a high degree of independence.

Key job responsibilities

- Own worldwide metric fidelity for DSP Capacity Planning. Maintain and continuously improve the metric framework that underpins capacity planning decisions globally. Drive alignment across regions on metric definitions, calculation methodologies, and reporting standards. Identify discrepancies between regions, investigate root causes, and implement corrections that restore trust in the data. Ensure planners, field teams, and leadership operate from a single source of truth.

- Own the capacity dispute resolution process. Manage the existing mechanism through which DSPs and field teams escalate concerns about capacity targets, volume assignments, or planning inputs. Oversee dispute intake, conduct root cause analysis, and drive timely resolution. Identify patterns across disputes to surface systemic issues and prioritize initiatives that eliminate recurring causes - reducing dispute volume over time through upstream process and tooling improvements.

- Assess current state and define the path to green. No roadmap exists today. You will evaluate metric health across regions, identify gaps and risks, prioritize remediation efforts, and build a clear strategy to achieve and sustain metric fidelity at a worldwide standard. Define what "green" looks like, establish milestones, and communicate progress to senior leadership.

- Drive cross-functional program execution without direct authority. Align field operations, DSP Business Coaches, engineering, finance, and central planning teams around shared objectives and timelines. Negotiate resources and priorities across teams with competing demands. Engage regularly with Senior Managers and Directors to communicate metric health, surface risks, and gain buy-in for remediation investments. Build credibility through data, consistency, and follow-through.

- Proactively identify and mitigate risks. Oversee gaps between teams, processes, and systems. Anticipate failure modes - including insufficient requirements clarity, ineffective cross-team collaboration, and scaling limitations - and address them before they become roadblocks. Escalate effectively when needed.

- Define and monitor program KPIs. Establish metrics for metric accuracy, dispute resolution speed and quality, root cause elimination rate, and regional alignment. Review metrics regularly and seek improved data and visibility mechanisms. Produce clear, concise documentation - including Amazon-style narratives - and contribute to operational planning cycles.

- Drive automation and process improvement. Identify opportunities to improve metric fidelity and dispute resolution through automation, tooling, or streamlined processes. Eliminate excess process steps, create predictable process paths, and partner with engineering teams to evaluate feasibility and drive implementation of solutions that reduce manual effort and improve accuracy at scale.

About the team

Have you ever thought about what it takes to ensure the data behind millions of delivery decisions is accurate, consistent, and trusted worldwide? Have you considered what happens when a Delivery Service Partner disputes their capacity targets - and how that resolution shapes their business outcomes and their trust in Amazon? If so, the DSP Capacity Planning team needs you.

We sit at the heart of Amazon's last mile operation, building the models, tools, and processes that help over 4,000 Delivery Service Partners (DSPs - the independent business owners who deliver packages to Amazon's customers) reliably meet customer demand, grow sustainably, and perform at their best.

BASIC QUALIFICATIONS

- 6+ years of program or project management experience

- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

- Experience using data and metrics to determine and drive improvements

- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship

- Experience operating independently in ambiguous environments where problem statements and strategies are not yet fully defined

PREFERRED QUALIFICATIONS

- 5+ years of driving process improvements experience

- Knowledge of general AI tools

- Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long-term fixes and avoid repeating issues

- Experience in logistics, supply chain, marketplace, or operations-adjacent industries where program decisions have direct impact on partner or operator experience

- Demonstrated experience owning metric frameworks, data quality programs, or measurement systems at a worldwide or multi-regional scope

- Demonstrated ability to make trade-offs between short-term and long-term needs, find paths forward in difficult situations, and exercise sound judgment when data is incomplete or ambiguous

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 https://amazon.jobs/en/benefits.

USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually