The Americas DSP organization partners with entrepreneurial individuals who manage their own delivery businesses (DSPs) across the US, Canada, Brazil, and Mexico. We are looking for a Senior Program Manager who will lead the integration and launch of programs to our Delivery Service Partners (DSPs) and their Delivery Associates (DAs).
At Amazon, we're working to be the most customer-centric company on earth - including how we fulfill and deliver customer orders. Amazon is continually striving to innovate and provide a best-in-class delivery experience through the introduction of pioneering new products and services in the last mile delivery space. This includes the DSP program. Amazon is growing its network of DSPs who own and operate successful package delivery businesses. This individual will play an integral role in helping Amazon ensure the success of the DSP network by partnering with multiple program teams such as Last Mile Tech and DSP Product & Strategy who are launching programs, products, and processes to DSPs.
DSP Change management (CM) is a systematic approach to deal with transition or transformation of processes, products and/or technologies. CM assesses how changes impact Delivery Service Partners (DSPs), Delivery Associates (DAs), existing systems, and Amazon teams, and utilizes control mechanisms to ensure change risks are mitigated, stakeholders are aligned with changes, and teams are ready to execute actions needed for a smooth launch. Involving all Partner stakeholders early in the CM process allows proactive addressing of concerns.
The role will partner closely with a broad set of stakeholders to operationalize multiple high-profile, high-impact business initiatives. The candidate must be able to manage multiple large-scale, cross-functional projects, outline key milestones, and ensure deliverables are met. This role also requires communicating to senior management on program status, risks, and mitigation recommendations.
This is not an operations role. However, it may involve occasional travel to Delivery Stations to engage with DSPs and gather feedback on upcoming or recent changes.
Key job responsibilities
• Lead Program Execution: Drive value-added programs such as DSP/DA Tech initiatives and fleet-related efforts by translating business goals into structured launch plans. Manage implementation across large, cross-functional stakeholder groups, ensuring alignment with business requirements.
• Operationalize Change: Own and manage end-to-end change management workflows, including intake, impact assessment, stakeholder alignment, approvals, and communication, ensuring operational readiness and risk mitigation.
• Scale Mechanisms: Build, scale, and iterate tools, services, and processes to support Amazon’s growing operational complexity and geographic expansion, while maintaining a high bar for customer and Delivery Service Partner (DSP) experience.
• Risk & Issue Management: Proactively identify, assess, and mitigate risks; resolve critical issues; manage escalations; and recommend tradeoffs or corrective actions to keep initiatives on track.
• Program Ownership: Oversee multiple concurrent, high-impact change initiatives, driving timely execution and ensuring cross-team accountability.
• Stakeholder Engagement & Communication: Partner with communications team to develop clear, targeted communication artifacts (e.g., program announcements, FAQs, resource guides) for internal and external stakeholders. Act as the central coordination point between launching teams and impacted business, tech, and ops stakeholders across Last Mile and beyond.
• Customer Obsession: Relentlessly advocate for DSPs and delivery drivers,
