Regulatory Escalations, Flex, Service Level Standards

Position: Regulatory Escalations, Amazon Flex, Service Level Standards
Amazon Flex works directly with independent contractors – called delivery partners – to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more.

Amazon Flex's Service Level Standards (SLS) team is seeking a Senior Program Manager to own regulatory escalations within our Critical Operations function. This role exists to ensure every regulatory response is accurate, complete, and delivered within mandated timelines — while building the scalable processes needed.

As a Regulatory Escalations Program Manager, you will be the single-threaded owner for Amazon Flex's response to regulatory inquiries and investigations related to delivery partner enforcement. You'll manage the end-to-end lifecycle of each inquiry — from intake and scoping, through evidence gathering and record production, to final coordinated response with legal, compliance, and public policy teams. A single inquiry can require production of entire record categories across defined timelines, spanning weeks of sustained effort and coordination across multiple teams.

This role requires someone who can manage complex, multi-week deliverables under strict deadlines while maintaining the precision and coordination that regulatory responses demand.

Key job responsibilities
- Own the end-to-end lifecycle of all regulatory inquiries and investigations related to delivery partner enforcement — from intake and scoping through record production, review, and final response.

- Track and report on regulatory inquiry volumes, response times, inquiry types, and trends for Amazon's most senior leadership.

- Manage regulatory response timelines and SLAs, ensuring every deliverable is accurate, complete, and submitted within mandated windows.

- Coordinate with legal, public policy, and compliance teams.

- Build and maintain standardized processes, templates, and playbooks for regulatory response — transforming what is currently ad hoc into a repeatable, scalable function.

- Provide closed-loop feedback to enforcement program owners on patterns and themes emerging from regulatory inquiries — ensuring findings inform program design and reduce future exposure.

- Prioritize effectively across concurrent inquiries with competing deadlines.

Basic qualifications- 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

Preferred qualification - 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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