Escalations Manager, AFP Partner Success Team

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) is a new program that 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 looking for a Sr. Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful, customer-focused and has strong communication skills and the ability to build relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.

This role requires building mechanisms for communication and working models across teams, and will require the ability to influence others.

This role can be based out of Bellevue, WA, Atlanta, GA or Nashville, TN. Come and see for yourself why Amazon is rated as one of the top companies on the Forbes World's Best Employers of 2020 list - and be part of our tradition of working hard, having fun and making history!

Key job responsibilities

• Establish mechanism for reporting and managing issues, ensuring a timely resolution
• Own the knowledge management process, ensuring documentations are accurate and up-to-date
• Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
• Own and contribute to a development roadmap for new features and use cases
• Identify and document use cases, proving insights to tailor unique needs
• Define the communication strategy ensuring clarity, consistency, and a positive experience
• Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
• Define clear escalation paths for issues
• Collaborate with stakeholders to manage SLAs and responses to issues
• Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
• Build and maintain data collection, establish reporting structures and dashboard.