Senior Program Manager - Change Management, Hub Delivery

Description

At Amazon, we are working to be the most Customer-centric company on earth. One customer experience we are constantly looking to take to the next level is how we fulfill and deliver orders. We are doing so by building a world-class last mile operation that exceeds the expectations of our customers by ensuring their orders are delivered quickly, accurately, and cost-effectively.

Amazon Hub Delivery enables local small businesses to partner with Amazon and provide flexible, cost-effective delivery service that delights customers globally. As an emerging Amazon Logistics delivery channel, Hub Delivery is on an exponential growth trajectory worldwide.

Hub Delivery is looking for a Change Management Sr. Program Manager to run the day-to-day governance operation through which all operational, technology, and policy changes impacting Hub Delivery partners and delivery associates are assessed, approved, and deployed across 7+ countries. You will be the operator of the framework: processing intakes, assessing impact and risk, sizing complexity, routing stakeholder approvals through senior leadership gates, enforcing freeze calendars across global peak events, managing readiness periods, and handling exception escalations. This is a hands-on execution role. You are the person cross-functional teams come to when they need to launch a change and need to know what approvals are required, what the timeline looks like, and whether the freeze window allows it. You will partner with cross-functional leaders across operations, product, network planning, quality, finance, risk, and regional teams to ensure changes are visible, sequenced, and governed consistently worldwide. This role also requires strong collaboration with Communications, Learning & Development, and worldwide delivery program Change Management teams to align processes and enablement programming across delivery channels.

Key job responsibilities
- Process and manage all change management intakes end-to-end: assess scope and risk, size complexity, prioritize, and route through the appropriate governance and approval path
- Enforce freeze calendars and readiness periods across global peak events, managing restricted and blocked windows for 7+ countries
- Route stakeholder approvals through senior leadership gates, track alignment, and escalate when timelines are at risk
- Manage exception requests during freeze periods, ensuring proper justification and leadership sign-off before any change proceeds
- Partner with Communications and Learning & Development teams to coordinate partner-facing messaging, training, and enablement for each change
- Collaborate with worldwide delivery program Change Management teams to align frameworks and drive process consistency across delivery channels
- Identify patterns across intakes to codify repeatable components, close parity gaps between regions, and eliminate scale blockers
- Develop metrics and post-launch review processes to measure change effectiveness, track adoption, and surface improvement opportunities
- Operate autonomously with minimal oversight, managing a high volume of concurrent changes across multiple regions and stakeholder groups

About the team
The Hub Delivery program is part of Amazon's fast growing last mile delivery program worldwide. We partner with customer obsessed small business owners who then deliver to Amazon customers. Our partners raise the bar for the delivery experience, in some of the most complex last mile scenarios!

Basic Qualifications

- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership

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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.