["Escalations Manager, AFP Partner Success Team","Escalations Manager, AFP Partner Success Team"]

DescriptionWould you like to be part of a team focused on driving innovation in the transportation industry, while working to empower entrepreneurs, and contribute to Amazon's sustainability goals? If you have strong customer focus, great instincts, and a drive to build new mechanisms that enable program scale, you may be just right for this Sr. Program Manager role on the AFP Marketing, Acquisition and Experience team. Amazon Freight Partner (freightpartner.amazon.com) is a new program that enables entrepreneurs to start and grow their trucking business alongside Amazon, with exclusive training, ability to hire from their local communities, and long-term growth potential.Our team is looking for a Sr. Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful, customer-focused and has strong communication skills and the ability to build relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.This role requires building mechanisms for communication and working models across teams, and will require the ability to influence others.This role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN. Come and see for yourself why Amazon is rated as one of the top companies on the Forbes World's Best Employers of 2020 list – and be part of our tradition of working hard, having fun and making history!Key job responsibilitiesEstablish mechanism for reporting and managing issues, ensuring a timely resolutionOwn the knowledge management process, ensuring documentations are accurate and up-to-dateDefine and drive service level agreements (SLAs) to meet expectations and maintain high-qualityOwn and contribute to a development roadmap for new features and use casesIdentify and document use cases, proving insights to tailor unique needsDefine the communication strategy ensuring clarity, consistency, and a positive experienceDevelop a standard suite of responses and templates for handling inquiries, ensuring uniform communicationDefine clear escalation paths for issuesCollaborate with stakeholders to manage SLAs and responses to issuesWork closely with stakeholders to provide valuable feedback and insights for feature enhancementsBuild and maintain data collection, establish reporting structures and dashboardBasic Qualifications5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end to end delivery, and communicating results to senior leadershipPreferred Qualifications2+ years of driving process improvements experienceMaster's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related fieldKnowledge of general AI toolsExperience 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 decisionsAmazon 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 you're applying in isn't 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 GA, Atlanta - 115,600.00 - 160,000.00 USD annuallyUSA, TN, Nashville - 104,100.00 - 155,400.00 USD annuallyUSA, WA, Bellevue - 115,600.00 - 160,000.00 USD annuallyBenefitshealth 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) matchingpaid time offparental leaveCompanyAmazon.com Services LLC#J-18808-Ljbffr