Sr. Program Manager, Escalations

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

Description

Would you like to be part of a team focused on driving innovation in the transportation industry, while working to empower entrepreneurs, and contribute to Amazon's sustainability goals? If you have strong customer focus, great instincts, and a drive to build new mechanisms that enable program scale, you may be just right for this Sr. Program Manager role on the AFP Marketing, Acquisition and Experience team. Amazon Freight Partner (freightpartner.amazon.com) program enables entrepreneurs to start and grow their trucking business alongside Amazon, with exclusive training, ability to hire from their local communities, and long-term growth potential.

Our team is seeking a Sr. Program Manager to build and lead our escalation management framework, ensuring operational issues and high-severity events are handled efficiently and effectively. This role will be responsible for designing, implementing, and governing an end-to-end escalation framework, defining clear ownership, tiering structures, SLAs, and resolution pathways across multiple functional areas.

This role operates at multiple levels-from shaping strategy and influencing senior leadership to diving deep into operational execution. The ideal candidate is an experienced program leader who thrives in matrixed environments, can align cross-functional stakeholders, and is comfortable both presenting to executives and executing hands-on work.

You will own the governance of our escalation program, ensuring that issues are triaged, managed, and resolved efficiently while continuously improving our processes. You will also drive knowledge management, reporting mechanisms, and stakeholder enablement to ensure teams are equipped to handle escalations effectively. This role is ideal for someone who thrives in fast-paced environments, has a strong mix of strategic thinking and hands-on execution, and can drive meaningful change across a complex organization.

Key job responsibilities

Job Responsibilities Include

• Design and implement the escalation management framework, including tiering structures, ownership models, and SLAs for different types of escalations.
• Develop governance mechanisms to ensure accountability and consistent issue resolution.
• Establish reporting and analytics to track escalation trends, and resolution effectiveness.
• Own the knowledge management process, ensuring documentation is current, accurate, and accessible.
• Build and manage standardized escalation workflows, including resolution pathways and playbooks.
• Define and enforce SLAs to drive timely and high-quality resolution of escalations.
• Develop a structured process for onboarding new teams into the escalation system and drive adoption.
• Partner with tech and product teams to enhance escalation tooling and automation.
• Influence senior leaders and cross-functional teams to ensure alignment and execution of escalation best practices.
  
  

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 Qualifications

• 2 years of driving process improvements experience
• Master's degree, or MBA in management, business administration, economics, engineering, marketing
• Experience managing incidents, escalations, crisis management, risk management, or other relevant experience in a fast-paced environment
• Knowledge of CRM tools (e.g. Salesforce)
  
  

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.