Sr. Program Manager, Amazon Relay Marketing, Relay Product and Tech, Relay Marketing

About the role

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

Key job responsibilities

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.

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 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

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Pay and benefits

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually