Senior Program Manager - Service Level Standards, DSP Capacity and Planning Team

Senior Program Manager - Service Level Standards, DSP Capacity and Planning Team

We are seeking a Senior Program Manager - Service Level Standards (SLS) to lead the design, development, and execution of the SLS framework across all Delivery Service Partners (DSPs) in Japan. This role will be instrumental in building metrics and processes that drive operational excellence, improve driver engagement and safety, and enhance customer outcomes.

Key Job Responsibilities
- Define the vision and strategy for Service Level Standards across Japan's DSP network.

- Build and execute a roadmap to deliver measurable improvements in DSP performance.

- Design, implement, and continuously improve metrics and mechanisms for DSP performance management.

- Own end-to-end delivery of SLS programs, including scoping, design, deployment, and iteration.

- Partner with cross-functional teams (operations, technology, legal, HR) to ensure SLS initiatives align with broader business goals.

- Analyze operational data to identify trends, gaps, and opportunities, and develop action plans to address them.

- Drive initiatives that enhance driver motivation, safety, and customer experience through effective SLS deployment.

- Act as a thought leader for performance measurement within the DSP ecosystem in Japan.

Key job responsibilities
Responsibilities include (but are not limited to):

- Establish and lead mechanisms to monitor, measure, and improve Service Level Standards (SLS) across Japan's DSP network.

- Drive operational excellence by identifying process gaps and implementing innovative solutions that enhance DSP performance, driver motivation, and safety.

- Develop scalable tools and workflows to automate performance measurement and enable DSPs to manage their businesses effectively.

- Own and continuously refine SLS performance metrics, setting benchmarks and leading reporting for business reviews.

- Capture insights and develop best practices to strengthen the DSP ecosystem with a focus on efficiency, scalability, and sustainability.

- Translate complex operational challenges into actionable business and technical requirements for cross-functional teams.

- Partner with technology, operations, and legal teams to design and deploy SLS systems that balance operational rigor with user-centric design.

- Lead the development and rollout of SLS-related initiatives, ensuring alignment with broader DSP and Last Mile business objectives.

- Analyze data and trends to proactively identify risks and opportunities, implementing corrective actions as needed.

- Manage multiple priorities and deliver results in a fast-paced, ambiguous environment, ensuring initiatives meet customer and partner expectations.

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Employee Benefits

About the team

About Amazon
At Amazon, we are working to be the most customer-centric company on earth. The Japan Last Mile DSP Team is dedicated to exceeding customer expectations by enabling fast, accurate, and cost-effective deliveries. We partner with hundreds of DSPs nationwide to deliver millions of packages every week.

About the Team
The Capacity and Planning Team within the Japan DSP organization is responsible for ensuring our DSP network has the right capacity, structure, and tools to scale sustainably. This includes designing metrics and mechanisms that help DSPs manage their businesses effectively while motivating drivers, improving safety, and delivering exceptional customer experiences.

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BASIC QUALIFICATIONS

- 2+ years of program or project management experience
- 2+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
- 2+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience
- Bachelor's degree

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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