CX Transp. Excellence Program Manager, BR Transportation

We are looking for a customer-obsessed Program Manager to join the Transportation Excellence team, leading the strategy and execution of transformational customer experience initiatives and long-term innovation programs. In this role, you will own the end-to-end lifecycle of strategic CX initiatives that redefine how Amazon delivers excellence across transportation networks, from concept development through scaled implementation and sustained impact measurement.

This role requires someone who can identify emerging customer needs before they become visible in metrics, architect multi-year roadmaps that balance innovation with operational reality, and drive organizational alignment across Transportation, Operations, Product, and Technology teams to deliver breakthrough customer experiences. You will define the vision for next-generation delivery excellence, lead the incubation of new capabilities, and build mechanisms that enable continuous innovation while maintaining operational discipline.

The ideal candidate demonstrates Amazon's Leadership Principles, particularly Customer Obsession, Think Big, Invent and Simplify, Deliver Results, and Earn Trust. You should excel at translating ambiguous customer problems into concrete solutions, support influencing senior leadership to invest in long-term initiatives, navigating trade-offs between innovation and execution, and building coalitions across organizations to drive transformational change.

At Amazon, we are working to be the most customer-centric company on earth. To get there, we need talented, bright, and driven people. Amazon is continually evolving and is a place where motivated workers thrive and where workers ownership leads to meaningful results. How often can you say that your work changes the world? At Amazon, you'll say it often. Join us and define tomorrow.

Key job responsibilities
• Manage the roadmap for customer experience innovation in transportation, identifying emerging trends and customer needs that will shape delivery excellence over multi-year horizons.
• Lead the development and incubation of new initiatives from concept through pilot to scaled deployment, establishing success criteria, measurement frameworks, and governance mechanisms that enable disciplined innovation.
• Drive cross-organizational alignment on long-term CX priorities, influencing leadership across Transportation, Operations, Product, and Technology to secure investment and organizational commitment for transformational programs.
• Design and implement mechanisms that connect and capture customer feedback with CX team, translate insights into actionable initiatives, and measure the impact of CX improvements on customer satisfaction and business outcomes.
• Lead complex trade-off analyses between customer experience enhancements and operational constraints, developing business cases that quantify customer impact, operational feasibility, and financial implications.
• Build and scale best practices for CX-driven innovation across the transportation network, creating frameworks that enable teams to experiment, learn, and iterate while maintaining operational excellence.
• Communicate compelling narratives to executive leadership that articulate the customer problem, proposed solution, expected impact, and progress against milestones, securing ongoing support for long-term strategic initiatives.

Basic Qualifications

- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Program or project management experience
- Experience working cross functionally with tech and non-tech teams
- Experience defining and implementing process improvement initiatives using data and metrics experience
- Supply chain experience
- Bachelor's degree
- Intermediate English knowledge

Preferred Qualifications

- Experience driving end to end delivery, and communicating results to senior leadership
- Experience driving process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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