Full Job Description
We are seeking a Senior Program Manager to lead and drive learning and development programs that support both Delivery Service Partners (DSPs) and Business Coaches (BCs) within Amazon's Last Mile organization. This role sits at the intersection of program management, instructional strategy, and operational excellence - ensuring that DSPs and BCs have the knowledge, tools, and resources they need to deliver world-class performance. This role will also help define new workflows for our Account Management team, with a North Star of centralizing operational support for DSP owners.
Key job responsibilities
• Program Strategy & Roadmap: Own the end-to-end learning program strategy for DSP and BC audiences, aligning with organizational goals around safety, quality, compliance, and operational performance
• Curriculum Development & Governance: Partner with subject matter experts, instructional designers, and operations leaders to develop, maintain, and continuously improve learning content for DSP owners, drivers, and Business Coaches
• Account Management Role Standardization: Define and codify the Business Coach and DSS Account Manager role - including standard operating procedures, expectations, competency frameworks, and performance benchmarks - to ensure consistency and clarity across all regions
• Stakeholder Management: Serve as the central point of contact across cross-functional teams (Operations, Safety, Fleet, Compliance, Technology) to identify learning needs, prioritize initiatives, and drive alignment
• Program Execution: Define project plans, manage timelines, remove blockers, and deliver programs on time and at scale across multiple regions
• Metrics & Impact Measurement: Establish KPIs and success metrics for learning programs; use data to measure effectiveness, identify gaps, and drive continuous improvement
• Change Management: Lead change management efforts for new program launches, policy updates, and process changes that impact DSP and BC populations
• Scalability & Innovation: Identify opportunities to leverage technology, automation, and new delivery modalities (e.g., eLearning, microlearning, just-in-time resources) to scale learning programs efficiently
BASIC QUALIFICATIONS
- 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
- Experience implementing repeatable processes and driving automation or standardization
- Experience leading complex global or country-wide initiatives
- Travel up to 15% of the time
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of large scale automation and workflow management or equivalent
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