Manager Program Manager, Relay Operations Center Quality and Customer Experience, North America

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I korthet

Amazon is seeking a Program Manager to lead quality and customer experience initiatives for its Relay Operations Center in North America. This role involves driving continuous improvement, adopting CX metrics, and partnering with various teams to enhance carrier and driver experiences. You will manage a team and interact with senior leadership to deliver large-scale, high-visibility projects.

Ansvarsområden

Own execution and continuous improvement of core CX metrics (TTR, PRR, FCR, Repeat Rate).
Drive quality defect reduction through closed-loop cycles: defect detection, root cause analysis, SOP update, training content, effectiveness validation.
Support deployment of AI-powered quality monitoring (Contact Lens).
Partner with L&D and workforce planning to operationalize training plans addressing quality gaps and automation readiness.
Develop strategic roadmaps for quality and training, including OP planning inputs and three-year vision contributions.
Lead continuous improvement initiatives that reduce defect rates through structured coaching frameworks and SOP standardization.
Drive the Anecdotes Program for carrier feedback resolution and systemic prevention.
Partner with Relay Product, TTS, and Middle Mile teams to translate carrier feedback into actionable improvements.
Conduct pre-launch CX impact assessments and post-launch audits for automation deployments.
Own case transfer governance and routing optimization.
Present quality and CX insights in WBRs, MBRs, and QBRs to Director and Sr. leadership audiences.
Lead a diverse team of program managers, quality analysts, and business analysts.
Partner cross-functionally with TTS Engineering, Relay Product, WFM, L&D, and PXT.

Krav

3+ years of program or project management experience.
2+ years of team 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.

Önskade kvalifikationer

Experience managing, analyzing and communicating results to senior leadership.
2+ years of cross functional project delivery experience.
2+ years of driving process improvements experience.
2+ years of supply chain or transportation operations experience.
Experience implementing repeatable processes and driving automation or standardization.
Experience preparing quality metrics and effectively engaging with stakeholders to set and drive quality goals.
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.

Förmåner

Inclusive culture that empowers Amazonians.
Opportunity to interact with Sr. Leaders (Directors and VPs) from different organizations across NA.

Färdigheter

program managementproject managementquality assurancecustomer experiencedata analysisSOPAIsupply chaintransportation

#program manager#quality#customer experience#operations#transportation#automation#leadership

Om Amazon

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.\n\nTogether, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers:…

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