Program Manager, Cross-Border Delivery Experience

For millions of customers worldwide, the Amazon name is synonymous with delivery - and the Cross-Border Delivery Experience (XB DEX) team is redefining what's possible for global customers. XB DEX designs, builds, launches, and manages customer-facing delivery programs and the CX features presented to millions of customers every day, from Search through Checkout. We own the cross-border ship options, speeds, and pricing we offer, along with the underlying systems required to deliver exceptional experiences.
This role will drive critical global expansion initiatives and optimize current delivery experiences across multiple countries. You will own the end-to-end launch process for new cross-border programs, working cross-functionally to define delivery experience standards, build frameworks to track performance, and drive continuous improvements. From launching new lanes and ship options to optimizing existing programs for speed and cost efficiency, you will directly impact millions of customers by making fast, affordable cross-border shipping accessible with a wide variety of products and a delivery experience that rivals domestic options.
Key job responsibilities
This position will own global expansion and optimization programs impacting millions of customers across multiple countries. The scope of this role is to work with cross-functional teams and drive decisions that launch new delivery programs and optimize existing delivery experiences for our Amazon Exports customers. To do so, you will lead initiatives focused on defining launch requirements and timelines, building reporting frameworks to track launch progress and post-launch performance, and driving decisions about how to improve speed, cost, and convenience metrics.
The right candidate will be able to assess what is most important for customers and our business, act boldly, and lead change. Tactically, you will identify expansion opportunities and optimization gaps, define key KPIs and tracking mechanisms, own launch configurations and BRDs (Business Requirements Documents), conduct deep dives on performance variances, develop new reporting structures, and work with stakeholders across Global Logistics, Finance, Product, and Tech teams. You will manage launch timelines and post-launch optimization roadmaps, ensuring programs meet customer experience and business goals.
Successful candidates will have a history of driving deep analytical work, demonstrating learn and be curious mindset, taking ownership of complex cross-functional programs, and influencing stakeholders at all levels to drive results.
A day in the life
Own global expansion launches and delivery experience optimization for XB DEX:
(1) Define and track launch KPIs and post-launch metrics, develop reporting frameworks, and drive initiatives to optimize speed, cost, and convenience.
(2) Partner cross-functionally with Global Logistics, Product, Tech, Finance, and Operations to launch new lanes and ship options, and close high-priority gaps.
(3) Conduct deep dives on launch blockers and performance variances, identifying root causes and driving actionable solutions.
(4) Serve as the XB DEX point of contact for launch and optimization programs, managing expectations and prioritizing competing priorities.
(5) Work backwards from customer feedback to deliver best-in-class cross-border shopping experiences while balancing operational efficiency.
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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