Flex Program Manager, Flex In-Station Experience, SSD

At Amazon, we are building a world class last mile operation with Amazon Flex as a cornerstone of this strategy. Amazon Flex works directly with independent contractors, called delivery partners, to make deliveries to our customers. With Amazon Flex, delivery partners are their own boss, build their own schedule, and choose from different types of delivery opportunities (e.g. Amazon Fresh, Whole Foods Market, and Amazon Logistics). Amazon Flex is powered by a mobile app that works in sync with our advanced systems and processes, allowing delivery partners to secure delivery offers, track their delivery progress, and more.

The ideal candidate thrives in an ambiguous environment, is a business owner who understands the key levers to drive high performance, and can operationalize and scale those levers. They dive deep, using excellent analytical and problem solving skills to identify root causes and develop action plans. The ideal candidate also communicates effectively with internal and external stakeholders across various levels in the organization, building strong relationships based on collaboration and trust. The ideal candidate also has the ability to stay focused when working autonomously.

Travel may be required up to 25% of the time.

Key job responsibilities

Support long-term strategic planning to improve quality and efficiency.

• Work closely with the areas of finance, marketing, capacity management, operations, engineering, and program management on process improvement and launch initiatives.
• Develop, implement, and oversee reports, ensuring clear visibility of project milestones and performance.
• Effectively influence stakeholders through collaboration and effective prioritization.
• Be responsible for key performance indicators and work closely with stakeholders to understand everyday opportunities and challenges to implement short and long-term solutions.
• Monitor the execution of projects and ensure that the delivery is at the appropriate quality level and in compliance with the expected deadline.
• Navigate and resolve ambiguities by applying creative problem-solving skills.
• Identify and mitigate risks, preventing them from becoming larger problems.

A day in the life

As a member of the SSD FISX team, you will own end to end roadmaps related to the DP pickup experience. This role specifically will focus on quality within this process. You work closely with operations leaders to understand problems statements that lead to defects. You will be responsible to create actions to solve these problems which will require working cross functionally with various partner teams.

About the team

The Flex In-Station Experience (FISX) team owns the operational strategy, programs, and standards that shape the station experience for our Delivery Partners across thousands of stations nationwide. We drive Flex"s vision of a world-class experience for Delivery Partners by ensuring that every station interaction - from check-in through load-out to returns - is fast, reliable, and consistent. We are equally invested in the operator experience that makes this possible. When 17,000+ operators work with clear processes, reliable tools, and confidence in the systems around them, that clarity flows directly to the DP. We build programs, mechanisms, and standards that strengthen both sides of the station handoff - because when both thrive, the entire last mile accelerates. As the connective tissue between our field partners and our technology and worldwide teams, we translate operational reality into product priorities and global strategy into station-level execution - ensuring that every investment we make drives measurable impact for DPs, customers, and the operators who bring it all together.

Vision Statement: What does the future look like when we're operating at our best?

Our vision is a station experience where every DP interaction - from check-in through load-out to returns - is fast, reliable, and consistent across every station, every business, every day. Where operators work with such clarity, confidence, and capability, that excellence is the default, not the exception. Where field reality and technology are so deeply connected that the right products get built, the right processes get scaled, and the right outcomes follow - for DPs, for customers, and for the operators who make it all possible. This is the standard we are building toward - and the standard that positions Flex as the best gig economy delivery experience in the industry.