At Amazon, we are working to be the most customer-centric company on earth. One customer experience that we are constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class experience through the introduction of pioneering new products and services in the Last Mile space. Come join the team and help us make history!

The BizOps Program Manager will be responsible for reducing operational load on engineering teams, driving process improvements to meet key business goals, and identifying product enhancement opportunities. This role partners with diverse stakeholders across Product, Engineering, Operations, and Last Mile Partners to deliver seamless operational solutions and drive measurable business outcomes. The position requires managing multiple work streams including ticket queue optimization, feature expansion programs, and new feature operationalization, while ensuring alignment with strategic business objectives.

This role requires one to be a self-starter with strong business modeling skills, a keen attention to detail and good track record of collaborating with diverse stakeholders. This role has regular interaction with senior leadership and stakeholders across Amazon and requires strong verbal and written communication skills. This will be an exciting career for you if you possess a high level of autonomy and integrity while managing a variety of job responsibilities. A successful candidate will be highly analytical, resourceful, customer-focused, team oriented, and will have an ability to work independently under time constraints to meet deadlines.

Some of the key job functions of the Program Manager are:
- Possesses a broad business and service partner management background, and has the ability to “roll up their
sleeves” to drive resolution.
- Comfortable in different roles, sometimes supporting, sometimes driving action items with teams outside of last
mile delivery tech space.
- Responsible for tracking and publishing key business metrics, driving action items to improve business metrics,
feature adoption, on-time payments and onboarding, and establishing new operational processes.
- Is expected to set and improve payment policies and standard operating procedures, maintaining full compliance,
implementing best practices.
- Take lead in resolving time issues by working with various tech/operational partners.
- This position will also act as an immediate escalation point in resolving complex pending issues with internal
and external partners.

Key job responsibilities
- Lead complex cross-functional programs with significant business impact, including feature expansion initiatives
and new feature operationalization, while defining program vision, mission, and success metrics
- Own and optimize operational tickets queue management, maintaining resolution SLAs and driving systematic
improvements to prevent business-impacting issues while reducing operational friction
- Drive process improvements to meet key business goals and metrics, establishing tracking mechanisms and
conducting deep-dive analyses to identify improvement opportunities
- Manage roadmaps and contribute to planning narratives, ensuring alignment with long-term objectives and
scalable solutions
- Partner with diverse stakeholders across Product, Engineering, Operations, and Last Mile Partners to drive
consensus on product or program roadmap.
- Serve as escalation point for complex issues requiring cross-functional resolution, demonstrating strong
judgment in escalation paths
- Drive data-driven decision making across the organization, regularly reviewing metrics and implementing
improved visibility mechanisms
- Author and present effective narratives to leadership, while maintaining regular status updates through Weekly,
Monthly and Quarterly Business Reviews