Manager Program Manager, Relay Operations Center Quality and Customer Experience, North America

Full Job Description

Amazon's Relay Operations Center (ROC) is the execution backbone of North America's middle-mile transportation network—managing tens of millions of loads annually across a vast asset base. As we deploy an ambitious automation program that will fundamentally transform how carriers and drivers interact with our network, we need a results-driven Program Manager to ensure that speed never comes at the cost of experience. You will lead quality improvement cycles, drive customer experience (CX) metric adoption, and partner with operations, technology, and training teams to deliver measurable improvements in carrier and driver experience across NA ROC operations. This role requires you to think big, dive deep, and balance strategic planning with hands-on program execution. As Program Manager, ROC Quality & Customer Experience, you will serve as a strategic advisor to internal and external stakeholders while driving the adoption and engagement of ROC's quality and CX programs. You will be responsible for developing long-term OP planning inputs, contributing to the three-year vision, and building strategic roadmaps for quality and training. In addition to long-term strategic planning, you will partner closely with operations, workforce planning, learning partners, and technology teams to operationalize and deliver improvement initiatives at mid-term horizons. You will lead a diverse team across various levels and capabilities—program managers, quality analysts, and business analysts—to drive results for NA Transportation Operations. You will set and drive a culture of defect reduction through continuous improvement cycles, maintaining accountability across multiple business units to deliver large-scale, high-visibility projects. It is an exciting role where you will interact with Sr. Leaders (Directors and VPs) from different organizations across NA.

Key job responsibilities CX Metrics & Quality Improvement ·Own execution and continuous improvement of core CX metrics — TTR, PRR, FCR, and Repeat Rate — across automated and human-handled interactions ·Drive quality defect reduction through closed-loop cycles: defect detection → root cause analysis → SOP update → training content → effectiveness validation ·Support deployment of AI-powered quality monitoring (Contact Lens) to expand audit coverage and identify tone, clarity, and soft-skill gaps across voice transactions

Training & Operational Effectiveness ·Partner with L&D and workforce planning teams to operationalize training plans addressing quality gaps and automation readiness ·Develop strategic roadmaps for quality and training, including OP planning inputs and three-year vision contributions ·Lead continuous improvement initiatives that reduce defect rates through structured coaching frameworks and SOP standardization

Voice of Customer & Carrier Advocacy Drive the Anecdotes Program — intake, 5-why investigation, closed-loop resolution, and systemic prevention of recurring carrier issues ·Partner with Relay Product, TTS, and Middle Mile teams to translate carrier feedback into actionable program improvements and roadmap priorities

Automation CX Readiness ·Conduct pre-launch CX impact assessments and 30/60/90-day post-launch audits for automation deployments, ensuring quality parity between automated and manual processes ·Own case transfer governance and routing optimization, reducing unnecessary handoffs and improving first-contact resolution Stakeholder Management & Reporting ·Present quality and CX insights in WBRs, MBRs, and QBRs to Director and Sr. leadership audiences, translating data into prioritized action plans ·Lead a diverse team of program managers, quality analysts, and business analysts; partner cross-functionally with TTS Engineering, Relay Product, WFM, L&D, and PXT

A day in the life You start your morning reviewing CX metrics dashboards and preparing a narrative update for a leadership review. By mid-morning, you are in a working session with Relay Product and Middle Mile partners, aligning on carrier feedback themes and roadmap priorities. After lunch, you hold a one-on-one with a direct report to discuss their development goals and review a quality audit proposal they have drafted. Later, you facilitate a post-launch CX readiness review for a recent automation deployment, diving into the details to ensure quality parity. You close the day by reviewing defect reduction trends across your portfolio and adjusting training plans with your Learning and Development partners.

Basic Qualifications

• 3+ years of program or project management experience
• 2+ years of team management experience
• 3+ years of program or project management experience
• ·Experience using data and metrics to determine and drive improvements
• ·Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
• ·Experience working cross-functionally with tech and non-tech teams

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership
• 2+ years of cross functional project delivery experience
• 2+ years of driving process improvements experience
• · 2+ years of supply chain or transportation operations experience
• ·Experience implementing repeatable processes and driving automation or standardization
• ·Experience preparing quality metrics and effectively engaging with stakeholders to set and drive quality goals
• ·Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field

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3+ years of program or project management experience 2+ years of team management experience 3+ years of program or project management experience ·Experience using data and metrics to determine and drive improvements ·Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership ·Experience working cross-functionally with tech and non-tech teams