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

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.