Senior Program Manager - Routing Subject Matter Expert

Sr Program Manager, DSP Program

Job Title: Sr. Program Manager – Routing SME
Position Overview:
Here at Amazon, we're seeking for an experienced Program Manager to lead our Routing SME (Subject Matter Expert). We are seeking an experienced program manager who can optimize lastmile operations. The role involves SOP management, standardization and capability building for IN AMZL.


Key job responsibilities
• Key Responsibilities
Standardization & SOP Management
• Standardize routing workflows network-wide to ensure uniform configuration and execution across all zones, eliminating regional variability and establishing consistent operational practices
• Develop and maintain comprehensive Standard Operating Procedures (SOPs), Standard Instructions for Jobs (SIJs), and training modules that enable scalable operations across the network
• Create unified processes documentation that serves as the single source of truth for routing operations, ensuring all stations follow standardized protocols
• Partner with Operations teams to validate SOPs align with ground realities and operational constraints
• Collaborate with ACES teams to ensure routing standards integrate seamlessly with dispatch and delivery workflows
Configuration Management & Optimization
• Drive configuration management initiatives to optimize block mix, reduce Out-of-Route (OOR) leakage, and improve overall routing efficiency
• Implement and monitor routing parameters, service type compliance, and dispatch planning configurations across all stations
• Analyze routing performance metrics and implement data-driven configuration changes to enhance operational outcomes
• Work with Product teams to identify system enhancements and feature requirements that support standardized routing practices
• Partner with ACES to ensure configuration changes are properly implemented in routing systems and tools
Training & Capability Building
• Develop comprehensive training modules and SIJs that enable new and existing team members to execute routing operations with consistency and excellence
• Design scalable training programs that can be deployed across multiple stations simultaneously
• Create simplified, user-friendly documentation that reduces complexity and improves adoption rates
• Collaborate with Learning teams to integrate routing training into formal learning paths and certification programs
• Partner with Operations teams to identify skill gaps and develop targeted capability-building initiatives
• Work with Learning to establish train-the-trainer programs that enable local champions to support ongoing capability development
Governance & Compliance
• Establish governance frameworks for routing changes and updates, ensuring proper review, approval, and implementation processes
• Monitor compliance with standardized routing procedures and performance metrics across all stations
• Implement quality control mechanisms to maintain consistency and identify areas for improvement
• Create cross-functional governance committees with representation from ACES, Product, Operations, and other key stakeholders

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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Experience Level

Senior Level