Senior Program Manager, Last Mile Tech SME

At Amazon, we"re working to be the Earth"s most customer-centric company. To get there, we need exceptionally talented, bright, and driven people. Amazon Logistics (AMZL) is seeking a Sr. Program Manager, Tech Subject Matter Expert (SME) to work within the Last Mile network. The SME works across technology and operations teams on the prioritization, development, optimization, and sustainment of the technology and related process in order to positively impact customer experience while supporting business growth.

The SME team acts as a catalyst for change by driving innovation at the operator level, prioritizing technology initiatives and supporting engineering design innovations. As leaders in innovation, SMEs leverage machine learning and artificial intelligence to transform operational decision-making and unlock new capabilities across the network. The SMEs strive to be experts in Amazon"s operation systems. They are accountable to delivering world class solutions through optimizing and reinventing the existing technology.

The SME organization are functional experts on the software tools in a given process areas and their application in the AMZL network. As a Sr. Program Manager, you will define the process the team uses to deliver best in class tech to the field. This team looks for ways to automate human decision making by influencing Technology to build and update tools that reduce process complexity to deliver robust processes. You will champion solutions that anticipate operational needs, reduce manual intervention, and scale intelligent automation across the Last Mile network.

Key job responsibilities

• Partner with tech organization on the business requirement documents (BRD)
• Highlights areas of business risk and impact for Technology Team resource allocation and provide input on software design to support lean processes and standard work
• Act as gatekeeper for prioritizing software enhancements and feature requests submitted by the sites and serve as the interface with the delivery stations to drive adoption of changes
• Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes using Lean principles
• Measure and establish standard rates for standard work to be used for labor and capacity planning
• Provide metrics inputs that support compliance of standard work and that drives improvements in cost and quality
• Collaborate with counterparts in other functional areas (Safety, Quality, Learning, Loss Prevention) as well as the Operations Engineering team and DS Launch SME team to drive standardization of core process elements to support network growth and scale

A day in the life

No two days are the same as a Last Mile Tech SME. You"ll own a slice of Last Mile technology, becoming the domain expert. The work spans three pillars: Tactical (managing daily escalations and resolving complex technical issues), Technical (partnering with engineering to develop tech-driven solutions and optimize systems), and Strategic (building long-term roadmaps defining future capabilities). You"ll translate technical concepts into business-friendly language, facilitate system adoption through training, and champion innovations that transform delivery operations.

About the team

The Last Mile Tech SME Team drives innovation bridging technology and operations. Our mission is delivering world-class tools that enhance customer experience while supporting business growth. We foster a culture of ownership and experimentation-each member masters their domain while collaborating across engineering and operations. As innovation leaders, we leverage AI and machine learning to transform decision-making and unlock new capabilities. Our expertise is crucial for successful technology rollouts and sustained system effectiveness across Amazon"s Last Mile network.