Sr. Program Manager, Amazon Relay

At Amazon, our vision is to become the most customer-centric company on earth. Achieving this goal requires ensuring we continue to work with carriers who are good actors and share this same vision. A key way we accomplish this is through rigorous business intelligence, operational deep dives, and data-driven accountability that enables our teams to deliver flawless execution at scale.

The Relay Central team in Transportation and Technology Services (TTS) is constantly innovating new ways to build scalable solutions that serve millions of customers every day. We hold high standards for our programs and the services we deliver: Our reporting systems are highly accurate, our insights are actionable, and our processes drive measurable outcomes, all while functioning at massive scale and delivering industry-leading operational performance. Our team is passionate about operational excellence and also fun to work with.

You will lead a high-visibility program responsible for business reporting, operational deep dives, and cross-organizational accountability for one of Amazon"s most critical transportation networks. In this role, you will own the end-to-end reporting framework that surfaces key insights to Director and VP-level audiences, driving strategic decisions that impact billions of dollars in transportation spend. You will conduct rigorous root cause analyses to identify failure modes, translating complex findings into clear, actionable narratives. You will investigate carrier feedback at scale, synthesizing signals and routing prioritized insights to the appropriate product and engineering teams to drive systemic improvements.

You will be the connective tissue between operations, product, engineering, and senior leadership, bridging technical depth with executive-level storytelling. You will own business goal tracking for the organization, building mechanisms that ensure accountability across multiple teams and organizations for issue resolution and action item closure. You should be able to apply a breadth of tools, data sources, and analytical techniques to answer a wide range of high-impact business questions and proactively present new insights in a concise and effective manner.

The ideal candidate thrives in ambiguity, can context-switch between a deep technical investigation and an executive-ready narrative within the same day, and has a bias for action when it comes to closing gaps. You will work directly with partners across product management, engineering, data science, and operations to ensure our reporting infrastructure is robust, our metrics are trustworthy, and our leadership has the information they need to make both high-quality and high-velocity decisions.

Key job responsibilities

• Own the end-to-end business reporting within the TTS organization for Delivery Accuracy within Middle Mile, delivering high-fidelity operational insights to Director and VP-level audiences on a daily, weekly, monthly, and quarterly cadence
• Drive cross-org VP and SVP-level goals related to improving Middle Mile Delivery Accuracy.
• Operate within a culture of escalate and debate
• Conduct rigorous operational deep dives to identify root causes and failure modes within business logic, data pipelines, SOPs, and technology systems, translating findings into actionable recommendations and driving resolution through cross-functional coordination
• Partner with business stakeholders, product teams, and engineering to align on reporting priorities and ensure shared visibility into program health and goal attainment
• Support in working with other product and program managers globally to identify reporting gaps, systemic issues, and opportunities for process and tooling improvement
• Dive deep into data to uncover reporting discrepancies, metric anomalies, and operational trends that unlock new opportunities for improvement
• Investigate and synthesize carrier feedback at scale, distilling actionable themes and routing prioritized insights to the appropriate product and engineering teams with clear context and recommended next steps
• Own business goal tracking for the organization, building and maintaining mechanisms that ensure transparency into progress, blockers, and risk across multiple teams and senior leadership
• Create, maintain, and disseminate program information to stakeholders and leadership across the organization via business reviews, flash reports, and operational readouts, identifying potential bottlenecks, dependencies, or project risks
• Drive cross-organizational accountability for issue tracking, escalation management, and action item closure; establishing mechanisms that ensure nothing falls through the cracks
• Partner across product and engineering teams to apply new technologies, automation, and tooling to improve reporting infrastructure and operational efficiency

A day in the life

On any given day, you might start by investigating an anomaly that resulted in a customer promise miss, tracing it through reporting logic and tech systems to identify the root cause. By mid-morning, you"re synthesizing carrier feedback into a concise brief for the Operations and Product team, then pivoting to prepare a business review narrative for senior leadership (Director/VP). Afternoons could involve driving accountability in a cross-functional stand-up with operations, program management, and product managers, tracking action items to closure, or building the weekly operational readout that keeps our organization aligned. Your internal stakeholders span Product, Engineering, Program Management, and Operations Supply Chain leadership. Your customers are the senior leaders who depend on accurate, timely insights to make high-quality decisions, and the product, program, and operations teams who rely on your investigations to prioritize the right problems.

About the team

The Technology Transportation Services (TTS) organization builds software systems that work across our vendors, warehouses and carriers to optimize both time and cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. With rapid expansion into new geographies, innovations in supply chain, unique delivery models for products ranging from Amazon Fresh groceries, ultra-fast Prime Now deliveries of big-screen TV's, increasingly complex transportation network, and growing number of shipments worldwide, we see a massive opportunity to fundamentally change the way people get the stuff they need, and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, using our science and technology muscle as our biggest advantage.