Program Manager, AU DSP

Amazon Logistics is looking for a Senior Program Manager (SPM) at the to join the Service Level Standards (SLS) team within AU DSP Operations. In this role, you will own end-to-end program execution, defect reduction, and performance scorecard delivery across global and regional logistics networks. You will drive partner performance incentives and scale delivery metrics by aligning cross-functional tech and operations roadmaps. You will operate as the single-threaded owner of the AU SLS Scorecard, the primary performance framework governing Delivery Service Partner (DSP) quality and compliance across the AU network. You will drive measurable improvements through rigorous metric governance, incentive program design, stakeholder engagement, and strategic planning across APAC and global teams, partnering with Product, Legal, BI/Analytics, Fleet, and Transport Risk and Compliance (TRC) functions. The ideal candidate is a structured, self-directed operator who communicates clearly with senior leadership, makes decisions using data, and can manage ambiguous problems at scale. This is a high-visibility role that sits at the intersection of operations, product, and strategy.

Key job responsibilities

1. Scorecard Program Management

Own the AU SLS Scorecard as the central accountability framework for DSP performance. Deliver weekly reporting, manage the full dispute and exception lifecycle, and lead quarterly threshold governance.

• Produce and distribute weekly SLS performance flash reports across the AU network, ensuring timely visibility for operations and senior leadership.
• Investigate and resolve DSP scorecard disputes including metric errors, false positives, and exception requests across DCR, VSA, WHC, and Netradyne signal categories.
• Design and continuously improve the SLS Scorecard Exception Process, including conditional approval workflows, exemption criteria, and audit trails.
• Conduct data-driven threshold reviews and submit Change Management (CM) documentation for quarterly metric threshold changes across DCR, DNR, and CR.

1. Global Product and Metric Development

Act as the AU regional voice in global SLS product decisions. Evaluate new metric proposals, execute regional launches, and govern scorecard weight distribution in alignment with global standards.

• Review and approve new global metrics including Fleet Execution Rate (FER), Customer Escalation Defect DPMO (CED), Preference Honor Rate (PHR), Photo on Delivery (POD), Seatbelt Off Event Rate, and Speeding Event Rate.
• Execute the end-to-end launch of new metrics into the AU SLS Scorecard, covering pilot design, comms, DSP readiness, and go-live (e.g., Seatbelt Off Event Rate, Traffic Light Violation Rate, Sign/Signal Violation Rate).
• Review global whitepaper proposals for scorecard weight governance and provide structured regional feedback on category weight redistribution.
• Scope and manage new metric introduction projects from problem definition through to full scorecard integration.

1. Incentives Program

Design and operate the AU SLS Incentives program to reward DSP performance improvement. Lead ROI attribution, equalization design, and payment enablement, and manage ongoing program budget accountability.

• Design, gain business approval for, and launch the AU SLS Incentives program including ROI attribution methodology, equalization mechanisms, and payment enablement via analytics dashboards.
• Develop Incentives standard operating procedures (SOPs), DSP-facing communications, office hours programs, and satisfaction surveys to support adoption and transparency.
• Monitor DXI budget utilization, support ROI testing cadences, and manage financial entitlements linked to scorecard performance improvements.

1. Reporting and Business Reviews

Produce high-quality, insight-driven reporting for Monthly Business Reviews (MBRs), Weekly Business Reviews (WBRs), and ad hoc leadership requests. Deliver clear narratives that connect operational data to business outcomes.

• Prepare and present AU Ops MBR, APAC MBR, and DSP MBR content including trend analysis, performance commentary, and recommended actions.
• Produce weekly Rest of World Operational Business Review (OBR) reports, maintaining consistency in format, cadence, and analytical depth.
• Contribute to WBR improvement initiatives by identifying metric gaps, improving data quality, and streamlining reporting workflows.
• Deliver ad hoc data requests with accuracy and speed, including WW DSP Quarterly Business Review (QBR) inputs, DNR DPMO comparisons, and PerfectMile performance data.

1. Stakeholder Management and Governance

Build and maintain strong working relationships across DSP partners, internal Amazon teams, and global SLS stakeholders. Lead governance forums and coordinate cross-functional delivery.

• Launch and chair the AU SLS Governance Committee, setting the agenda, facilitating decision-making, and tracking action items through to resolution.
• Plan and execute DSP Summits, Operational Excellence Workshops (OEWs), and Skills Days that build DSP capability and strengthen the Amazon-DSP relationship.
• Coordinate delivery across Global SLS Product, Legal, BI/Analytics, Fleet, and TRC teams to align regional execution with global program direction.
• Manage DSP, Account Manager and OTRMs enquiries on metric logic, compliance requirements, and scorecard impacts, ensuring responses are accurate, timely, and well-documented.

1. Process Improvement and Documentation

Identify and eliminate operational inefficiencies across SLS processes. Own the creation and maintenance of SOPs, wikis, and knowledge assets that support consistent program delivery.

• Create and maintain SOPs for DPR, Disputes and Exemptions, Netradyne LMAQ, and Working Hour Compliance (WHC) processes, ensuring they reflect current logic and approval authorities.
• Build and maintain the AU DSP Wiki for SLS content, serving as the primary self-service reference for DSPs and Business Coaches.
• Identify and resolve scorecard errors including WHC sign-out issues, missing data inputs, and metric logic inconsistencies.
• Develop concessions reduction strategies grounded in root cause analysis, with quantified metric and financial impact targets.

1. Safety and Compliance

Manage the operational integrity of safety metric programs and compliance frameworks. Ensure that safety data is accurate, actionable, and supports DSP accountability at scale.

• Manage Netradyne signal inputs including false positive signal resolution, and dispute process management.
• Scope, design, and launch the Safety Dashboard for DSP Analytics, enabling DSPs to self-serve on safety performance data.
• Monitor weekly WHC exceedances, resolve sign-out form issues, and manage the deprecation of legacy metrics.
• Support TRC audit items and seasonal risk assessments, including threshold calibration for peak workforce periods.

1. Strategic Planning and OP Documents

Lead the SLS annual planning cycle including OP1 and OP2 documents, Kingpin goal-setting, and cost reduction programs. Represent SLS priorities in cross-organizational planning forums.

• Author and update SLS Scorecard OP1 and OP2 documents, translating business priorities into structured program plans with clear owners, timelines, and success metrics.
• Set, track, and report on annual Kingpin goals, ensuring alignment between SLS program outcomes and AU Operations strategic objectives.
• Contribute to AU SLS cost reduction (Cost Out) initiatives by identifying efficiency opportunities and modeling financial impact with supporting data.
• Conduct SLS Risk Assessments and contribute to global strategy reviews, including global DCR Weather Exemption Strategy and regional risk identification.
• 3+ years of team management experience
• 3+ years of program or project management experience
• 3+ years of working cross functionally with tech and non-tech teams experience
• 3+ years of delivering cross functional projects experience
• Experience defining program requirements and using data and metrics to determine improvements