Program Manager, Global Delivery Feedback and Insights

Program Manager, Global Delivery Feedback and Insights

Job :  |  Services LLC

The Delivery Feedback and Insights (DFI) team is looking for a strong Program Manager to own the programmatic architecture and Delivery Service Partner (DSP) enablement strategy for the DFI global product. You'll serve as the single-threaded leader responsible for the DFI framework, the foundational structure that helps DSPs mitigate risks, prevent incidents, and enhance the delivery experience for customers. You'll own both ends of the program: shaping how DSPs experience DFI and managing the intake and evaluation of all incoming programmatic update requests that evolve the program over time.

The ideal candidate combines strategic program thinking with operational rigor to maintain the integrity of DFI's core structure while evolving it to meet changing business needs. You'll work cross-functionally with DSP Operations, DSP Tech, Global DFI Product, regional field teams, and stakeholder groups requesting programmatic changes, serving as the central point of accountability for what enters the program, how it's structured, and how DSPs ultimately interact with it.

This position requires someone who can balance competing priorities from multiple stakeholders, make sound judgment calls on program design trade-offs, and ensure that every element of the global DFI framework is purposeful and enables DSPs to drive the right behaviors to reduce defects across all geographies.

Key job responsibilities

• Own and evolve the DFI programmatic framework
• Define and execute the DSP enablement strategy for the DFI global product, ensuring DSPs can effectively interpret and act on defect signals
• Own the end-to-end lifecycle of enablement launches, from needs assessment through delivery, measurement, and iteration
• Serve as the single point of intake for all programmatic update requests, evaluating and prioritizing changes against program strategy
• Build and present compelling narratives for Director and VP-level reviews that drive stakeholder alignment and decision-making
• Track deliverables, timelines, and dependencies across multiple work streams; manage competing priorities to ensure milestone completion
• Utilize data-driven decision making to identify optimization opportunities and establish launch success criteria
• Develop and maintain relationships with key stakeholders across DSP Tech, DFI Product, Operations, regional teams, and other Worldwide Last Mile teams
• Create and maintain program artifacts, including governance frameworks, program design documentation, RACI matrices, risk logs, and change logs
• Execute expansion playbooks and document processes for replication across programs
• Conduct post-launch reviews and capture lessons learned to drive continuous improvement
• Identify and resolve challenges impacting program integrity and DSP experience; elevate blockers to keep programs on track
• Foster a culture of quality, operational excellence, and customer obsession aligned with Amazon Leadership Principles

About the team

Delivery Feedback and Insights (DFI) is the global product team responsible for defining, investigating, and actioning Delivery Associate (DA) behavioral standards across Amazon’s worldwide Delivery Service Partner (DSP) program. We surface DA-level behavioral signals to DSPs through both human investigation and automated pattern detection, creating the incentive for DSPs to address behaviors within their workforce. Our charter spans conduct, safety, and delivery compliance across all geographies.

• 5+ years of program or project 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
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related…