We are seeking an experienced Manager of Program Management to lead our FBA Seller Experience and Contact Elimination initiatives within FBA Support Operations. This strategic leadership role will focus on managing a team of Program Managers while driving systematic improvements in seller experience and operational efficiency across the FBA network. The role requires building and developing a high-performing team while collaborating with internal stakeholders to identify and resolve operational gaps.

Primary Objectives:

• Build and lead a team of Program Managers focused on FBA seller experience
• Drive contact elimination strategies through process improvements and automation
• Develop scalable solutions for recurring operational challenges
• Foster cross-organizational collaboration and innovation

Key job responsibilities

• People Leadership & Team Development

• Build and mentor a team of Program Managers

• Drive team performance and professional development

• Create an inclusive and innovative team culture

• Establish clear goals and success metrics for team members

• Strategic Program Management

• Define program vision and strategy aligned with business objectives

• Oversee multiple concurrent programs and initiatives

• Establish governance and reporting mechanisms

• Drive resource allocation and prioritization decisions

• Operational Excellence

• Lead complex program implementations and process improvements

• Develop and execute contact elimination strategies

• Drive automation and efficiency improvements

• Ensure program quality and consistency

• Stakeholder Management & Innovation

• Build and maintain senior stakeholder relationships

• Drive cross-functional collaboration

• Lead innovation initiatives and technology adoption

• Represent the team in leadership forums

• Data Analytics & Business Impact

• Define and track key performance metrics

• Drive data-driven decision making

• Measure and report program ROI

• Identify trends and improvement opportunities

Critical Competencies:

• People Leadership: Proven ability to build and develop high-performing teams
• Strategic Thinking: Experience in developing and executing program strategies
• Stakeholder Management: Strong influence and communication skills
• Program Management: Track record of delivering complex programs
• Innovation: History of driving technological and process improvements
• Data Analytics: Experience in metrics-driven program management

About the team

About FBA Support Operations:

Fulfillment By Amazon (FBA) is built around Amazon's world-class capability in ordering, fulfillment, transportation, and Customer service. As a strategic long-term opportunity highlighted by Jeff Bezos, FBA enables third-party selling partners to rapidly grow their business while leveraging our billion-dollar logistics infrastructure. The Support Operations team plays a crucial role in managing complex supply chain-related investigations, ensuring accurate seller reimbursements, validating defect signals, and driving proactive contact prevention.

Basic Qualifications

• Bachelor's degree
• 8+ years of program or project management experience
• 3+ years of program or engagement management work leading other project managers to deliver a program with multiple and concurrent projects experience
• Experience working with and influencing senior level stakeholders
• Speak, write, and read fluently in English

Preferred Qualifications

• MBA, or Master's degree
• PMP certificate
• Supply chain or logistics background
• Experience in e-commerce or fulfillment operations
• Experience with contact elimination programs
• Knowledge of AI/ML applications in business operations
• Understanding of GenAI and its potential applications in process improvement
• Six Sigma or Lean certification
• Experience with AI-driven automation projects

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.