Program Manager, Shipper Support

Amazon's mission is to be Earth's most customer-centric company, and Amazon Shipping exemplifies this commitment. As a shipping service provider supporting e-commerce businesses, we offer competitive rates and delivery speeds without compromising on customer obsession. The Amazon Shipping team drives strategic innovation to transform shipping experience for our business partners. We leverage Amazon's core strengths in logistics excellence, flexible delivery options, and end-to-end visibility to create competitive advantages for our enterprise shippers. We play a critical role in listening to shippers and escalating pain points, enabling Amazon to improve and deliver world-class service while building a scalable and profitable network that brings value to both our customers and Amazon. Our team's dedication to service reliability and innovation directly supports our global tenets of maximizing existing technology while providing value-based pricing that works for shippers and Amazon alike.

About the Role

As a Program Manager for Shipper Support based out of London, you will drive process improvement and operational excellence across the Shipper Support organization. You will identify systemic defects, design scalable solutions, and partner with cross-functional teams to implement changes that improve the shipper experience and operational efficiency. Core part of the role is to liaise with Product Managers and Support Program managers and translate ambiguous business needs into structured, scalable programs. You will serve as the bridge between front-line operations and the broader business, translating shipper pain points into actionable improvement initiatives.

Key Job Responsibilities

• Identify, scope, and lead process improvement initiatives that enhance shipper experience, reduce defects, and drive operational efficiency across the Shipper Support organization
• Coach Shippers, Account Managers and Shipper Support Specialists team to identify defects, perform root cause analysis, and develop solutions — building a culture of continuous improvement at all levels
• Partner with cross-functional teams (Product, Engineering, Operations) to advocate for and implement process and tool improvements based on frontline insights
• Analyze contact drivers, shipper pain points, and operational data to identify trends, quantify impact, and prioritize improvement opportunities
• Design and document scalable processes, SOPs, and playbooks that drive consistency and quality across the team
• Own the end-to-end lifecycle of improvement initiatives — from problem identification through solution design, piloting, measurement, and full rollout
• Create and present narratives (6-pagers, WBR/MBR inputs, program updates) to leadership that clearly articulate problems, proposed solutions, and measurable outcomes
• Develop and maintain metrics and reporting mechanisms to track the impact of process improvements and demonstrate ROI
• Facilitate knowledge transfer between regions (US, UK, FRITES) to ensure best practices are shared and scaled globally
• Act as a subject matter expert on shipper support operations, providing guidance on complex issues and escalation patterns