Role available in Nashville, TN or alternate corporate offices including Seattle, WA or Arlington, VA.

Are you eager to support Customer Service (CS) Associates in connecting millions of worldwide customers with billions of deliveries?

The Shipping & Delivery Support (SDS) Learning, Language, Content, Communications (L2C2) team is looking for an exceptional instructional designer to create, and continuously improve, learning programs using an array of creative approaches based in learning science that inspire learners and drive productivity.

This includes both self- and instructor-led trainings for our CS Associates around the world. The role requires an individual who can innovate, move quickly, and not be constrained by how things have been done before.

The role also requires an individual who can earn trust, manage stakeholders, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points and developing content strategy that solves those problems.

Key job responsibilities

• Use appropriate tools and delivery methods to produce blended learning materials promoting learning through self-study, practice, performance support, socialization and knowledge-sharing.
• Conduct needs analysis to design and develop bar-raising, accessible, scalable learning solutions for multiple modalities and a global audience.
• Pursue a deep understanding of multiple learner roles supporting multiple operational programs to ensure learning solutions meet the needs of the business and learners.
• Develop evaluation strategies measuring learner outcomes of knowledge acquisition and impact to business metrics.
• Develop comprehensive training/design plan to monitor progress and serve as a communication tool for stakeholders.
• Prioritize effectively to manage multiple concurrent projects and initiatives.
• Collaborate effectively with other teams and subject matter experts (SMEs) to support launches of new products and services, as well as supporting updates to existing products and services.
• Perform LMS administration tasks including: upload of new content, update to existing content, curricula creation, and report generation.
• Maintain knowledge of new learning approaches, technology and tools.

At Amazon, we're working to be the most customer-centric company on earth. As a Program Manager, Transportation Engineering Systems (TESS), you will work closely with Business Analysts and Business Intelligence Engineers to drive data-driven decision-making and use broad technical skills to build analytics and reporting capabilities.

In this role, the Program Manager, Transportation Engineering Systems manages transportation network configuration by working with different internal stakeholders and systems, to deliver desired business outcomes. We work at the intersection of business and systems. This role will directly influence the decisions and strategy of TESS by gathering customer needs and insights and mining large and diverse data sets. This position will work directly with business leaders and teams along with various stakeholders to track business goals and initiatives.

Key job responsibilities
- Manage full life-cycle of complex cross-functional programs with considerable impact across multiple organizations
- Develop the overall program strategy, tactically driving teams in and outside of your organization to deliver
- Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics
- Work in an ambiguous environment, seek to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
- Partner with teams across the business you support and beyond to source, allocate, and coordinate resources
- Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order
- Oversee gaps between teams, processes and systems, help teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.)
- Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks)
- Work with program managers, business leaders and executive team to communicate and impact critical business initiatives
- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects
- Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
- Create, communicate, and manage budget for projects

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA

The Amazon Global Security Operations Technology (GSOTech) team is looking for a Senior Program Manager who will join a cadre of experienced professionals managing security and loss prevention technologies globally.

As part of GSOTech, we build exciting software technology products that help with security and loss prevention for Amazon operations and as a Senior Program Manager, you will put in place a program management strategy for leveraging GSOTech products to reduce Shrink (loss of inventory) in Amazon Operations. You will inspect various customer processes that involve Shrink, probe the contributing factors, drive process standardization across regions prior to automation and coordinate with GSOTech Product Managers to implement solutions that help reduce Shrink. For this role you will need to be adaptable, challenge motivated and thrive on implementing high standard productivity and simplicity using standard project management methodology. In this role, you must be able to develop and lead individual or group assignments with little or no instruction, work interdependently with other teams, and be able to deliver clear, concise, and on-schedule results.
This position requires strategic long-term thinking, problem solving skills, deep customer focus, strong self-motivation, and exceptional project management skills. It will involve regular communication with project sponsors and requires you to be detail-oriented and comfortable partnering with cross-functional business and technical teams. To be successful in this role, you need to pair strong analytical skills and a data-driven outlook with strong intuition.
You will own high impact initiative for loss prevention. You obsess over internal and external customers and successfully deliver support and services in a very high growth environment where priorities shift extremely fast. You are also independent and can manage complex initiatives under minimal supervision, continuously triage and prioritize accordingly, communicate clearly and compellingly and deliver high impact outcomes.

The ideal candidate for this role is willing to work at all levels from the customer business domain knowledge, to the practical application and real-world implementation of processes and measures to address customer pain areas. Knowledge of shrink reduction practices in retail operations is highly desirable. Additionally, the candidate has the ability to complete associated data collection, analysis, presentations, and reports.


Key job responsibilities
• Create a program charter, and vision
• Assess the key customers and stakeholders and create an engagement and communications plan
• Formulate appropriate goals for the program and define program scope accordingly
• Devise program solution approach and liaise with GSOTech product team to champion the effective utilization of the GSOTech technology products towards the program goals
• Drive innovation and look around corners while finding better ways to serve our customers.
• Deliver quantitative metrics on the status of key projects and goals
• Proactively manage changes in project scopes, identify potential crisis, and devise contingency reaction plans
• Improve and scale our program as customer’s needs increase
• Proactively keep GSO leadership fully informed of customer engagement, status, issues, and activities
• Remain connected with industry trends and events.
• Ability to travel worldwide.


About the team
Amazon’s ability to innovate on behalf of our customers relies on the perspectives and knowledge of people from all backgrounds.
We believe that building a culture that is welcoming and inclusive is integral to people doing their best work. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace.

Work/Life Balance
Our team puts a high value on work-live balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA

Do you want to be a leader in a fast-paced and impactful organization, and are you passionate about serving to protect the safety and well-being of delivery associates and communities? Come join the Amazon Transporter Safety in the Community team as a Sr. Program Manager, and be a consequential leader in further creating the world’s safest delivery network! We seek a proven and motivated leader to own end-to-end program management, including program design/ideation, stakeholder and leadership alignment, influencing partner team (including tech) roadmaps, development of KPIs, and overseeing successful execution of industry-leading delivery associate safety initiatives and solutions.

To be successful in this role, you will be the voice of the delivery associate and advocate tirelessly on their behalf, influencing and working effectively with senior leadership across multiple organizations and geographies. You will be a data-oriented self-starter, who can manage multiple competing priorities often with urgent deadlines, communicate effectively, and consistently deliver results across diverse cross-functional teams, while focusing on internal automation and scaling to enable network-wide implementation. Having very strong analytical skills with the ability to solve complex technical problems with simple, innovative, and practical solutions that drive accountability is a key skill-set in this role.

This role can be based out of Bellevue, WA or Nashville, TN.

Key job responsibilities
- Lead the design, prioritization and effective implementation of programs, in accordance with data/performance signals, that will improve delivery associate safety as they engage with customers and community members while executing deliveries.
- Analyze and present delivery associate safety data, identifying needed areas of performance improvement.
- Generate new and innovative safety program concepts, and partner with Amazon stakeholder teams to define the purpose, scope, business requirements, benefits, and implementation schedule for programs, including automation and scaling, and gain alignment across partner teams.
- Analyze safety performance metrics to draw key business insights, including the design and implementation of new metrics, and metric adoption by partner teams.
- Maintain proactive oversight and partner with Amazon stakeholders to drive continuous improvement relating to delivery associate risk and incident reduction.
- Clearly communicate, both verbally and in writing, to drive buy-in and adoption across a diverse group of stakeholders with competing priorities, including executive presentations.


A day in the life
In this role, the Sr. Program Manager will be accountable for leveraging available data and insights to drive programmatic improvements to reduce delivery associate risk as they engage with customers and community members while executing deliveries. This will include a deep understanding of the available datasets to design and implement new programs and processes to improve delivery associate safety. This role will regularly work with a wide variety of partner teams, both non-technical and technical, to establish and refine mechanisms that improve performance. You will operate with autonomy, demonstrating high judgment in decisions with broad implications.

About the team
We're a fast moving, close-knit, globally influencing team that is responsible for designing and maintaining programs with broad impacts. We partner closely with many cross-organizational and cross-functional stakeholders. We take great personal responsibility in our mission to protect our hard-working delivery associates.

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA

Amazon is seeking a Senior Program Manager of Recognition to join our North America Delivery Service Partner business. This is a unique opportunity to collaborate with Amazon’s Delivery Service Partners to build mechanisms that help Partners recognize Delivery Associate accomplishments, celebrate milestones and show appreciation for the work they do.

Amazon’s Delivery Service Partners and their Delivery Associates are delivering smiles in their communities on a daily basis. The Senior Program Manager will collaborate with Delivery Service Partners to build recognition programs for going above and beyond, celebrate lifecycle milestones, and recognize top performing Delivery Associates on safety, performance, and customer obsession. The Senior Program Manager will partner with Tech and Business Intelligence teams to create a user experience for Delivery Service Partners and Delivery Associates.

Responsibilities include:

• Collaborate with Delivery Service Partners to build a world wide recognition and rewards program that drives improved motivation and performance with their Delivery Associates
• Leverage partner feedback to design the strategy for all lifecycle and recognition and appreciation programs
• Partner with tech teams and business intelligence engineers to build an optimal user experience

About the team
Our team exists to transform Delivery Associates into Brand Ambassadors by building a human-centered, positive, and connected experience through inspiring and supporting a culture of empathetic and servant leadership.