Program Manager, Easy Ship

Want to be the person who makes sellers successful by connecting operations execution with real-time customer support? This role puts you at the intersection of logistics operations and seller experience for one of Amazon Japan’s fastest-growing delivery programs. As our Operations & Customer Excellence PM, you’ll own Project Mirai — an initiative that transforms how we support EasyShip sellers in Japan. Working alongside a small support team who serve as the direct voice to our sellers, you’ll build the processes, SOPs, and governance mechanisms that connect frontline seller interactions back to first-mile operations improvement. This is a hands-on, high-ownership role. You won’t just manage processes — you’ll build them from scratch. You’ll connect two functions: the seller support team that engages with JP sellers daily, and the operations team that controls pickup scheduling, carrier coordination, and delivery performance. When a seller raises a scheduling issue, your team resolves it. When patterns emerge from those interactions, you turn them into systemic fixes. What You’ll Solve • How do we give sellers a direct, responsive support channel that resolves issues faster than ticket-based systems? • How do we translate frontline seller pain points into upstream operations improvements (scheduling accuracy, carrier coordination, SLA compliance)? • How do we build scalable support infrastructure that enables seller growth without proportional headcount? • How do we create real-time performance visibility (flash reporting, daily metrics) that drives proactive intervention before problems reach sellers? Key job responsibilities • Team Leadership: Guide and develop a small support team, owning training, SOP development, quality, and performance. • Seller Support Operations: Own end-to-end seller support operations — from scheduling, order management, and package handover queries to escalation resolution. Ensure FDPS (First Day Pickup Success), LSR (Late Schedule Rate), and TTR (Time to Resolution) targets are met. • Operations Bridge: Act as the connective tissue between seller support and Japan operations. Translate seller-reported issues into actionable intelligence for the carrier team, supply chain, and route planning functions. • Process Excellence: Build SOPs, workflows, and supporting tooling for JP from the ground up. Initiate process benchmarking, identify optimization opportunities, and drive C2P (Contact-to-Pickup) improvement for EasyShip. • Governance & Reporting: Own daily flash reports, establish WBR/DBR (Weekly/Daily Business Review) mechanisms, and create new metrics (e.g., First Order Pickup Success) that give leadership real-time visibility into seller health. • Seller Performance Management: Develop proactive outreach frameworks — identify underperforming sellers across all tiers, intervene early, reduce churn, and improve overall network health. • Cross-Functional Alignment: Partner with carrier, supply chain, and account management teams to align seller support outcomes with first-mile capacity, pickup scheduling, and delivery performance goals. • Continuous Improvement: Identify recurring seller pain points and lead root-cause deep dives that convert one-off issues into permanent process or system fixes. • Seller Advocacy: Own the voice of the seller — synthesize qualitative and quantitative feedback into insights that shape product, policy, and operational roadmap decisions. • Scalability: Design processes and playbooks that scale from pilot (current) to full operations covering all EasyShip JP seller tiers. A day in the life Your day starts by reviewing overnight support logs, checking flash metrics, and briefing your team on priority sellers. Mid-day you might be troubleshooting a recurring scheduling miss pattern with the carrier coordination team, updating SOPs based on a new process rollout, or presenting weekly performance trends