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Description

The Last Mile Short Term Labor Planning Products team is seeking an experienced Program Manager to define and lead product and feature rollout processes, as well as the customer experience measurement and analysis strategy, for our Under the Roof Short Term Labor Planning products serving Last Mile operations. This individual will collaborate with Product Managers and Technology teams to ensure that our new product and feature releases provide the best possible customer experience for our end users. They will also drive end-to-end customer experience excellence, from process definition through metrics tracking and continuous improvement.

This role offers the opportunity to shape the customer experience for critical labor planning and execution tools used across our last mile operations network. It will directly influence the efficiency and effectiveness of Amazon's Last Mile operations by reducing labor costs through improved planning and forecasting, increasing operational productivity through optimized workforce management, enhancing the associate experience through better scheduling and workload distribution, and driving innovation in labor planning technology and processes.

The ideal candidate will combine strong program management skills with customer experience expertise, a passion for operational excellence, and the willingness and ability to dive deep to find answers.

Key job responsibilities

- Lead feature releases from pilot to full deployment

- Create training materials and documentation

- Manage testing, rollout, and deprecation plans

- Establish customer feedback programs

- Analyze usage patterns and feedback

- Lead issue resolution and improvement initiatives

- Optimize customer journeys

- Track CX metrics and feature adoption

- Develop dashboards and reporting

- Drive data-informed decision making

- Report CX metrics to senior leaders

- Collaborate with operations teams

About the team

The Last Mile Short Term Labor Planning Products team collaborates with multiple tech, science, data engineering, and analytics teams to deliver and enhance short term labor planning and capacity setting tools. Our operations customers, across multiple lines of business and geographies, use our tools to maximize the Amazon fulfilled delivery experience while minimizing labor cost and optimizing the delivery associate experience.

Basic Qualifications

- 5+ years of program or project management experience

- Bachelor's degree in business, operations, human resources, adult education, organizational development, instructional design or related field

- 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 with operations software or workforce management tools

Preferred Qualifications

- Master's degree, or MBA in supply chain, business, engineering, finance or related technical or quantitative field

- 2+ years of driving process improvements experience

- PMP certificate

- Experience with last mile operations or logistics

- Knowledge of labor planning and workforce management

- Expertise in customer experience measurement methodologies

- Strong analytical and data interpretation skills

- Track record of driving customer experience improvements at scale

- Excellence in stakeholder management and cross-functional collaboration

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.