Sr. Program Manager, DSP Shared Services

The Americas DSP organization partners with entrepreneurial individuals who manage their own delivery businesses (DSPs) across the US, Canada, Brazil, and Mexico. Together, we build sustainable and scalable delivery capacity so that Amazon can continue to delight customers with fast, efficient, and bar raising fulfillment of their orders. Our North Star goal is to improve DSP Quality and help them scale their business. Quality partners operate safely and reliably, meet performance standards, take a long-term view of their business relationship with Amazon as they engage with the program, adhere to program policies, and manage healthy businesses. Within the Americas DSP organization, the DSP Shared Services team drives scalable solutions for our DSP and internal partners. We standardize complex tasks for a team of Account Managers to execute with quality.

We are seeking a Senior Program Manager to lead and drive learning and development programs that support both Delivery Service Partners (DSPs) and Business Coaches (BCs) within Amazon"s Last Mile organization. This role sits at the intersection of program management, instructional strategy, and operational excellence - ensuring that DSPs and BCs have the knowledge, tools, and resources they need to deliver world-class performance. This role will also help define new workflows for our Account Management team, with a North Star of centralizing operational support for DSP owners.

Key job responsibilities

• Program Strategy & Roadmap: Own the end-to-end learning program strategy for DSP and BC audiences, aligning with organizational goals around safety, quality, compliance, and operational performance
• Curriculum Development & Governance: Partner with subject matter experts, instructional designers, and operations leaders to develop, maintain, and continuously improve learning content for DSP owners, drivers, and Business Coaches
• Account Management Role Standardization: Define and codify the Business Coach and DSS Account Manager role - including standard operating procedures, expectations, competency frameworks, and performance benchmarks - to ensure consistency and clarity across all regions
• Stakeholder Management: Serve as the central point of contact across cross-functional teams (Operations, Safety, Fleet, Compliance, Technology) to identify learning needs, prioritize initiatives, and drive alignment
• Program Execution: Define project plans, manage timelines, remove blockers, and deliver programs on time and at scale across multiple regions
• Metrics & Impact Measurement: Establish KPIs and success metrics for learning programs; use data to measure effectiveness, identify gaps, and drive continuous improvement
• Change Management: Lead change management efforts for new program launches, policy updates, and process changes that impact DSP and BC populations
• Scalability & Innovation: Identify opportunities to leverage technology, automation, and new delivery modalities (e.g., eLearning, microlearning, just-in-time resources) to scale learning programs efficiently