Program Manager, Global Delivery Feedback and Insights

Description
The Delivery Feedback and Insights (DFI) team is looking for a strong Program Manager to own the programmatic architecture and Delivery Service Partner (DSP) enablement strategy for the DFI global product. You'll serve as the single-threaded leader responsible for the DFI framework, the foundational structure that helps DSPs mitigate risks, prevent incidents, and enhance the delivery experience for customers. You'll own both ends of the program: shaping how DSPs experience DFI and managing the intake and evaluation of all incoming programmatic update requests that evolve the program over time.

The ideal candidate combines strategic program thinking with operational rigor to maintain the integrity of DFI's core structure while evolving it to meet changing business needs. You'll work cross-functionally with DSP Operations, DSP Tech, Global DFI Product, regional field teams, and stakeholder groups requesting programmatic changes, serving as the central point of accountability for what enters the program, how it's structured, and how DSPs ultimately interact with it. This position requires someone who can balance competing priorities from multiple stakeholders, make sound judgment calls on program design trade-offs, and ensure that every element of the global DFI framework is purposeful and enables DSPs to drive the right behaviors to reduce defects across all geographies.

Key job responsibilities

Own and evolve the DFI programmatic framework

Define and execute the DSP enablement strategy for the DFI global product, ensuring DSPs can effectively interpret and act on defect signals

Own the end-to-end lifecycle of enablement launches, from needs assessment through delivery, measurement, and iteration

Serve as the single point of intake for all programmatic update requests, evaluating and prioritizing changes against program strategy

Build and present compelling narratives for Director and VP-level reviews that drive stakeholder alignment and decision-making

Track deliverables, timelines, and dependencies across multiple workstreams; manage competing priorities to ensure milestone completion

Utilize data-driven decision making to identify optimization opportunities and establish launch success criteria

Develop and maintain relationships with key stakeholders across DSP Tech, DFI Product, Operations, regional teams, and other Worldwide Last Mile teams

Create and maintain program artifacts, including governance frameworks, program design documentation, RACI matrices, risk logs, and change logs

Execute expansion playbooks and document processes for replication across programs

Conduct post-launch reviews and capture lessons learned to drive continuous improvement

Identify and resolve challenges impacting program integrity and DSP experience; escalate blockers to keep programs on track

Foster a culture of quality, operational excellence, and customer obsession aligned with Amazon Leadership Principles

About The Team
Delivery Feedback and Insights (DFI) is the global product team responsible for defining, investigating, and actioning Delivery Associate (DA) behavioral standards across Amazon's worldwide Delivery Service Partner (DSP) program. We surface DA-level behavioral signals to DSPs through both human investigation and automated pattern detection, creating the incentive for DSPs to address behaviors within their workforce. Our charter spans conduct, safety, and delivery compliance across all geographies.

Basic Qualifications

5+ years of program or project management experience

Experience using data and metrics to determine and drive improvements

Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Experience working cross functionally with tech and non-tech teams

Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Preferred Qualifications

Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

3+ years of driving process improvements experience

3+ years of data visualization and reports tools experience

Knowledge of general AI tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

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