Sr. Escalation Manager, GFP, Global Fleet & Products

Amazon is seeking a creative and efficient program manager to help Global Fleet and Products manage high-priority issues. This is a new role where the individual will build policies, processes, and standards to identify high-priority issues and ensure responses to these issues are high-quality and delivered timely. This individual will spend time inspecting program and product team processes and policies to understand the root of the customer issue. The individual will use that information to partner with the program and product teams to develop solutions that balance speed, quality, and cost. In parallel, the individual in this role will support program or product teams in developing and distributing responses to the delivery partners or Amazon leaders who reported the issue. The individual in this role will Insist on the Highest Standards and ensure solutions, and responses, meet or exceed the expectations of both our delivery partners and Global Fleet and Products leadership. The individual would thrive in ambiguity and be comfortable working cross-functionally to understand the both the big picture and the gritty detail. This person must be able to influence leadership, communicate ideas effectively (verbally and in writing), and build consensus among groups with competing priorities. Key job responsibilities Create and deploy high-priority issue management policies, processes, and standards • Guide the responsible program or product managers through the issue process from start to finish • Dive deep into the processes that are driving the issue and partner with program and product teams to develop solution(s) • Facilitate meetings with Global Fleet and Products leadership to gather feedback on issue root cause, potential solutions, and customer responses • Regularly report program status to Global Fleet and Products leadership Work with technology teams to build/adjust tools to enable ideal future state issue management process About the team The Global Fleet and Products team is responsible for providing our delivery partners a bar-raising fleet experience using the safest, most efficient, most sustainable, and lowest cost vehicles in the world. That experience not only includes the vehicles that we provide, but also the services we offer to help partners manage their fleet. Our partners, like us, have high standards and constantly provide feedback on how we can improve. While we’ve built learning mechanisms to capture this feedback, we’ve found we need a way to identify the highest-priority issues. We also need to dive deeper into those high-priority issues to ensure we understand the customer problem. Finally, we need to spent more time evaluating solutions to ensure the one(s) chosen will prevent the issue from happening again. In parallel, we need to keep our delivery partners updated. To do this, we need to develop a process to both develop and deliver high-quality customer responses in a timely manner. To close the feedback loop, we need a way to ensure program and product teams implement the solutions and maintain their commitments to our delivery partners. High-priority issues may also be raised by other Amazon teams - not just our delivery partners. ## 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 - Knowledge of general AI tools - Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decis…