Senior Program Manager, US Onboarding Experience, Shipping Services Field

Are you ready to build the future of supply chain? Amazon Supply Chain Services (ASCS) is the next AWS - a high-growth business that is opening Amazon"s world-class logistics infrastructure to companies of all sizes. We"re not just solving Amazon"s shipping challenges; we"re reimagining how every business moves products to their customers, tackling the biggest logistical opportunities facing the entire industry.

Within ASCS, Amazon Shipping is looking to hire a data-driven, customer-obsessed Sr. Program Manager to join the US Onboarding team. This is a unique opportunity to join one of Amazon"s fastest-growing external-facing businesses at a pivotal inflection point - where the operational excellence we"ve built over decades becomes a platform for millions of sellers, brands, and merchants worldwide.

This role will drive the end-to-end onboarding experience for shippers joining our network - ensuring a frustration-free path from sign-up to first package inducted across our rapidly scaling shipper base. The successful candidate will be a strategic thinker with strong communication and collaboration skills, adept at identifying friction points, influencing cross-functional product teams, and ensuring shippers realize the full value of Amazon"s logistics capabilities from day one. You"ll operate at the intersection of product, operations, and customer experience - partnering across teams to help enterprise and mid-market shippers successfully launch and scale with Amazon Shipping.

Key job responsibilities

Relentlessly advocate for shippers and strive to simplify and improve their onboarding experience.

Serve as a subject matter expert on US onboarding processes and a key point of contact for escalations during the onboarding journey.

Identify short- and long-term improvements to our customer acquisition and onboarding workflow; build business cases to invest in scalable solutions.

Work closely with operations teams on process improvements that enhance the shipper onboarding experience.

Support and drive process improvement workstreams to improve lead-to-launch conversion rate and time-to-launch across the pipeline.

Partner with Product/Tech teams to define requirements for long-term tech improvements that reduce onboarding friction.

Drive program objectives - operationalize launch plans by ensuring stakeholders are aligned to program details and business requirements, manage implementation activities across a large group of stakeholders, and develop and execute launch plans for new products and processes.

Help scale services, tools, and processes that enable the business" growth in volume, complexity, and geographic reach while maintaining a high bar for the customer experience.

Develop clear and thorough program/process launch announcements for impacted internal and external stakeholders, including program announcements, FAQs, and program resource guides.

Travel up to 20% of the time.

A day in the life

Day-to-day, you will be focused on operationalizing new shippers onto the Amazon Shipping network - bridging the gap between onboarding and operations to ensure a seamless launch experience. This includes analyzing US onboarding data to identify bottlenecks and drive process improvements, partnering closely with operations teams to remove barriers for shippers in the pipeline, and collaborating with product and tech to influence tooling and system enhancements that accelerate time-to-launch.

About the team

Amazon Shipping is an industry leading shipping service provider (SSP) that offers better reliability and shipper/recipient experience at the right price point within every marketplace we operate. Over the last 25 years, Amazon has built a world-class operations with Amazon Fulfillment Network (AFN). Amazon Shipping has developed the technology, commercial expertise, and operational processes to externalize this network, reducing overall costs to Amazon through incremental density and monetizing our logistics capability. Our goal is to become customer obsessed and sustainable business, helping Amazon reduce its dependency on third-party SSPs and providing retailers with high quality shipping solutions.