Sr. Program Manager, AMXL CX, AMXL CX & Growth

Amazon Extra Large (AMXL) is a single-threaded organization that owns the end-to-end customer experience for heavy and bulky products, from supply chain and fulfillment through transportation, last mile delivery, and post-purchase resolution. AMXL currently operates across North America, Europe, Japan, and is expanding into emerging markets. Within AMXL, the CX and Growth org is a centralized, worldwide team organized across five pillars designed to ensure that every customer who purchases a large, high-value product receives a reliable experience. The Execution Excellence pillar is where planning meets the customer. It houses two complementary teams: our AMXL Operations Center and our AMXL Proactive Execution program. These teams serve as the real-time network execution backbone, translating strategic decisions into daily network performance across our end-to-end network and also as the mechanism that identifies delivery failures before they become visible to the customer and intervenes proactively to save the delivery or manage the recovery directly with the customer. Together, these teams form a closed loop: detect upstream, prevent where possible, intervene proactively where not, and feed root causes back so defects are resolved at the source. We are seeking a Senior Program Manager to lead the integration and transformation of this combined organization. This is not a steady-state program management role. The program strategy is being built. You will inherit a consolidation in progress and own the lifecycle of making it work: assessing what the combined org should look like, defining how we measure success, building the mechanisms that make it sustainable, and driving the hard conversations required to get there. You will use process lifecycle evaluation methodologies to categorize the team's portfolio (automate, simplify, reallocate, or deprecate), and build automation roadmaps in partnership with technical teams. This role requires someone who can operate in high ambiguity, make trade-offs between short-term operational needs and long-term strategic goals, and communicate persuasively across teams. The right candidate sees automation and AI as something they use today, not something they plan to use later, and will set the standard for how this team uses technology to scale impact without scaling headcount. Key job responsibilities - Define the operating model for the combined organization: org design, process rationalization, scope definition, and mechanisms that make it self-sustaining. - Build the process lifecycle evaluation framework, determining which workflows to automate, simplify, reallocate, or retire, and manage the pipeline of new use cases from scoping through launch. - Own the automation roadmap in partnership with data science, engineering, and technology teams, establishing accountability mechanisms with clear timelines for every manual process. - Drive cross-functional stakeholder alignment across supply chain, quality, and operations, navigating complex organizational dynamics and building trust where needed. - Scale this capability into new geographies by adapting the operating model to local carrier ecosystems, regulatory environments, and workforce availability. A day in the life You might start your morning reviewing program metrics dashboards, identifying areas that need attention, and preparing a status narrative for a director-level review. By mid-morning you are facilitating a working session with partners to align on priorities for the quarter. After lunch you dive into data to validate assumptions behind a proposed solution, then draft a decision document that frames trade-offs for leadership. You close the day mentoring a newer program manager and connecting with cross-regional counterparts to keep workstreams on track.

The AMXL Customer Experience and Growth team takes a 360-degree approach to the customer journey: - **Eliminate**: detect, solve, and resolve