Position Overview: Program Manager - IN AMZL Here at Amazon, we're seeking for an experienced Program Manager to lead our Routing SME (Subject Matter Expert). We are seeking an experienced program manager who can optimize lastmile operations. The role involves SOP management, standardization and capability building for IN AMZL.
Key Responsibilities
Standardization & SOP Management
Standardize routing workflows network-wide to ensure uniform configuration and execution across all zones, eliminating regional variability and establishing consistent operational practices
Develop and maintain comprehensive Standard Operating Procedures (SOPs), Standard Instructions for Jobs (SIJs), and training modules that enable scalable operations across the network
Create unified processes documentation that serves as the single source of truth for routing operations, ensuring all stations follow standardized protocols
Partner with Operations teams to validate SOPs align with ground realities and operational constraints
Collaborate with ACES teams to ensure routing standards integrate seamlessly with dispatch and delivery workflows
Configuration Management & Optimization
Drive configuration management initiatives to optimize block mix, reduce Out-of-Route (OOR) leakage, and improve overall routing efficiency
Implement and monitor routing parameters, service type compliance, and dispatch planning configurations across all stations
Analyze routing performance metrics and implement data-driven configuration changes to enhance operational outcomes
Work with Product teams to identify system enhancements and feature requirements that support standardized routing practices
Partner with ACES to ensure configuration changes are properly implemented in routing systems and tools
Training & Capability Building
Develop comprehensive training modules and SIJs that enable new and existing team members to execute routing operations with consistency and excellence
Design scalable training programs that can be deployed across multiple stations simultaneously
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Create simplified, user-friendly documentation that reduces complexity and improves adoption rates
Collaborate with Learning teams to integrate routing training into formal learning paths and certification programs
Partner with Operations teams to identify skill gaps and develop targeted capability-building initiatives
Work with Learning to establish train-the-trainer programs that enable local champions to support ongoing capability development
Governance & Compliance
Establish governance frameworks for routing changes and updates, ensuring proper review, approval, and implementation processes
Monitor compliance with standardized routing procedures and performance metrics across all stations
Implement quality control mechanisms to maintain consistency and identify areas for improvement
Create cross-functional governance committees with representation from ACES, Product, Operations, and other key stakeholders
Performance Management
Track and report on key routing metrics including OOR percentage, dispatch compliance, service type adherence, and routing efficiency
Conduct regular audits of routing configurations and processes to ensure alignment with established standards
Drive continuous improvement initiatives based on performance data and operational feedback
Partner with Finance to develop cost-per-package metrics and efficiency benchmarks
Basic qualifications
3+ years of program or project management experience
3+ years of working cross functionally with tech and non-tech teams experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience defining program requirements and using data and metrics to determine improvements
Preferred qualifications
3+ years of driving end to end delivery, and communicating results to senior leadership experience
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
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.
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