Sr. Program Manager, Amazon Relay Marketing, Relay Product and Tech; Fulfillment & Operations

Job :  |  Services LLC

The Relay Marketing team is looking for a results-driven Program Manager to own the creation, implementation, and continuous improvement of mechanisms that track and drive resolution of carrier feedback received through our Voice of Carrier (VOC) channels. This role will also be responsible for managing the consolidated project portfolio for the Relay Marketing team, ensuring visibility, accountability, and timely delivery across all work streams.

You will have direct exposure to senior leadership and play an integral part in bar-raising the operational effectiveness of the team.

• You will design and maintain scalable mechanisms to document, categorize, and track carrier feedback from intake through resolution. This includes building intake workflows that capture issues shared through our various VOC channels, establishing SLAs and escalation paths, creating reporting cadences that surface trends and blockers to the right stakeholders, and driving accountability across cross-functional teams to ensure timely resolution.
• You will develop dashboards and regular reporting that provide leadership with clear visibility into the health of our carrier feedback pipeline, including volume trends, resolution rates, aging issues, and root cause patterns.
• You will own and maintain the Relay Marketing team's consolidated project list, serving as the single-threaded owner for tracking status, dependencies, risks, and milestones across all active initiatives. This includes establishing and enforcing a consistent framework for project intake, prioritization, and status reporting, running regular review cadences with team leads and senior leadership, and proactively identifying and escalating risks or resource constraints that could impact delivery timelines.
• You will identify opportunities to improve how the team operates, proposing and implementing mechanisms that increase transparency, reduce cycle times, and raise the bar on execution quality. You will bring a builder's mindset to process design, always looking for ways to automate, simplify, and scale. You will prepare materials for and support senior leadership reviews, ensuring narratives are crisp, data is accurate, and insights are actionable.

Amazon Relay is a freight hauling platform that connects carriers with Amazon loads. The Relay Marketing team is responsible for carrier-facing communications, product launches, and engagement strategies that drive carrier adoption and satisfaction. This role sits at the intersection of carrier experience and team operations, making it critical to both external impact and internal effectiveness.

• 5+ years of working cross functionally with tech and non-tech teams experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements
• Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
• Experience working in ambiguous, fast-paced environments where you define the path forward
• Track record of designing and implementing operational mechanisms that scale
• Strong proficiency with project management tools and reporting/dashboard platforms

• Experience managing, analyzing and communicating results to senior leadership
• Experience in transportation operations and industry knowledge
• Experience building VOC or customer feedback mechanisms from the ground up

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability,…