Sr. Program Manager, Amazon Relay

At Amazon, our vision is to become the most customer-centric company on earth. Achieving this goal requires ensuring we continue to work with carriers who are good actors and share this same vision. A key way we accomplish this is through rigorous business intelligence, operational deep dives, and data-driven accountability that enables our teams to deliver flawless execution at scale. The Relay Central team in Transportation and Technology Services (TTS) is constantly innovating new ways to build scalable solutions that serve millions of customers every day. We hold high standards for our programs and the services we deliver: Our reporting systems are highly accurate, our insights are actionable, and our processes drive measurable outcomes, all while functioning at massive scale and delivering industry-leading operational performance. Our team is passionate about operational excellence and also fun to work with. You will lead a high-visibility program responsible for business reporting, operational deep dives, and cross-organizational accountability for one of Amazon's most critical transportation networks. In this role, you will own the end-to-end reporting framework that surfaces key insights to Director and VP-level audiences, driving strategic decisions that impact billions of dollars in transportation spend. You will conduct rigorous root cause analyses to identify failure modes, translating complex findings into clear, actionable narratives. You will investigate carrier feedback at scale, synthesizing signals and routing prioritized insights to the appropriate product and engineering teams to drive systemic improvements. You will be the connective tissue between operations, product, engineering, and senior leadership, bridging technical depth with executive-level storytelling. You will own business goal tracking for the organization, building mechanisms that ensure accountability across multiple teams and organizations for issue resolution and action item closure. You should be able to apply a breadth of tools, data sources, and analytical techniques to answer a wide range of high-impact business questions and proactively present new insights in a concise and effective manner. The ideal candidate thrives in ambiguity, can context-switch between a deep technical investigation and an executive-ready narrative within the same day, and has a bias for action when it comes to closing gaps. You will work directly with partners across product management, engineering, data science, and operations to ensure our reporting infrastructure is robust, our metrics are trustworthy, and our leadership has the information they need to make both high-quality and high-velocity decisions. Key job responsibilities • Own the end-to-end business reporting within the TTS organization for Delivery Accuracy within Middle Mile, delivering high-fidelity operational insights to Director and VP-level audiences on a daily, weekly, monthly, and quarterly cadence • Drive cross-org VP and SVP-level goals related to improving Middle Mile Delivery Accuracy. • Operate within a culture of escalate and debate • Conduct rigorous operational deep dives to identify root causes and failure modes within business logic, data pipelines, SOPs, and technology systems, translating findings into actionable recommendations and driving resolution through cross-functional coordination • Partner with business stakeholders, product teams, and engineering to align on reporting priorities and ensure shared visibility into program health and goal attainment • Support in working with other product and program managers globally to identify reporting gaps, systemic issues, and opportunities for process and tooling improvement • Dive deep into data to uncover reporting discrepancies, metric anomalies, and operational trends that unlock new opportunities for improvement • Investigate and synthesize carrier feedback at scale, distilling actionable themes and routing