Job ID: 10412164 | Amazon Commercial Services Pty Ltd
Amazon Customer Excellence Systems (ACES) is seeking a Senior Program Manager to build and lead multi-year capability programs across All Miles AU Operations, spanning First Mile, Middle Mile, and Last Mile. This is a founding-level, high-impact role at the heart of Amazon Australia's operational transformation, sitting within the ACES Planning Team.
ACES Planning is the strategic nerve center that connects Amazon Australia's 3-Year Plan and Annual Operating Plan to ground-level operational outcomes. As the ACES All Miles Senior Program Manager, you will be the engine of that translation: standing up new capabilities, owning the multi-year program portfolio, and driving disruptive productivity improvements across a nationally distributed network at different stages of operational maturity.
Key Responsibilities
* Strategic Program Ownership — Own the end‐to‐end lifecycle of multi‐year strategic programs, from problem definition and business case development through to execution, change management, and post‐implementation review. Build and maintain AU's All Miles program roadmap, connect multiyear planning cycles into a live portfolio with clear milestones, owners, and success metrics visible to ACES and senior leadership. Influence senior leadership investment and prioritisation decisions through rigorous business case development and data‐driven recommendations.
* New Capability Development — Stand up new operational capabilities across the AU network, designing programs from the ground up in a high‐growth, rapidly maturing environment where frameworks don't always exist yet. Scope capability gaps, build the business case, design the operating model, and drive adoption through structured change management.
* Cross‐Mile Productivity Optimisation — Drive end‐to‐end productivity and cost improvements across First Mile FCs, Middle Mile transportation and sort, and Last Mile delivery stations. Identify synergies across miles, build programs that unlock network‐wide improvements, and translate operational complexity into structured, measurable outcomes tied to core productivity metrics.
* Data‐Driven Analysis and Insight — Combine multiple datasets to surface patterns, quantify opportunity, and build the analytical foundation for every program owned. Write SQL queries, build workflow integrations, and work across disparate data sources to generate insights that drive leadership decisions. Design and maintain program tracking mechanisms, including business review inputs, milestone dashboards, and scorecard metrics.
* AI and Automation — Actively seek and apply AI and automation capabilities to accelerate program delivery and embed scalable, technology‐driven solutions into AU operations. Identify where AI can eliminate friction, improve accuracy, or unlock step‐change productivity gains.
* Stakeholder Management and Communication — Build and maintain strong relationships across operations, finance, supply chain, technology, and channel partner teams. Create effective communication plans that keep all impacted stakeholders informed, facilitate alignment across a complex multi‐functional landscape, and distil complex problems into clear narratives for senior leadership.
* Change Management — Lead structured change management for major operational programs, defining change readiness criteria, building adoption plans with site operations teams, and measuring sustained uplift post‐implementation. Partner with the ACES Change Management stream to embed best practices across the organisation.
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.
Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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