Senior Program Manager, EU Shipper Support, Amazon Shipping

Overview

As a Program Manager for Shipper Support in London, you drive process improvement and operational excellence across the Shipper Support organization. You translate ambiguous business needs into scalable programs by partnering with Product, Engineering, and Operations, acting as a bridge between front-line teams and the broader business. You identify defects, analyze pain points, and design repeatable processes and playbooks that elevate the shipper experience. This role offers impact in shaping a more efficient support model and scalable, value-driven outcomes for shippers and Amazon alike.

Responsibilities

• Identify and lead process improvement initiatives to enhance shipper experience and reduce defects
• Coach Shippers, Account Managers and Shipper Support Specialists to enable continuous improvement
• Partner with Product, Engineering, and Operations to implement process and tool improvements
• Analyze contact drivers and operational data to identify trends and prioritize opportunities
• Design and document scalable processes, SOPs, and playbooks
• Own end-to-end lifecycle of improvement initiatives from problem to rollout
• Create narratives and program updates for leadership showing problems, solutions, and ROI
• Develop metrics and reporting to track impact and ROI
• Facilitate knowledge transfer between regions to scale best practices
• Act as SME on shipper support operations and escalation patterns

Key requirements

• Experience using data and metrics to drive improvements
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• Experience in program or project management

• Strong communication
• Cross-functional collaboration
• Problem solving and root cause analysis
• Data analysis
• Metrics-driven decision making
• Process design and SOP/playbook development

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