Delivery Experience Senior Program Manager, DSP Services and Experience

DESCRIPTION

We are seeking an experienced Senior Program Manager to lead the Amazon Marketplace Experience Transformation (AMET) function for Delivery Associates (DAs) and Delivery Service Partners (DSPs) across Africa, Middle East, and Turkey. In this critical role, you will be focusing on local operations while developing and executing the regional strategy. You will leverage multiple listening channels to identify experience priorities, consolidate feedback, and work cross-functionally to address key improvement opportunities. This position requires exceptional stakeholder management and strategic thinking to create meaningful programs that enhance the overall driver and DSP experience across diverse markets.

Your expertise in program management, strategy development, and influence without authority will be essential as you partner with external entities to create impactful campaigns, present strategies to senior leadership, and drive initiatives that transform the delivery partner experience. You will serve as the strategic voice for delivery partners, ensuring their needs are represented in business decisions while balancing operational excellence and partner satisfaction

Key job responsibilities

• Develop and execute the strategic roadmap for delivery partner experience across Africa, Middle East, and Turkey, while maintaining focused implementation in Saudi Arabian operations.

• Collect and analyze insights from multiple listening channels to identify experience priorities, then work cross-functionally with operations teams, ACES, and DEX teams to address structural challenges within established SLAs.

• Draft comprehensive strategy documents and present recommendations to senior leadership, driving alignment and securing resources for key initiatives.

• Establish and manage partnerships with external entities to create campaigns and benefits for Delivery Associates and DSPs, including organizing annual partner meetings and launching ignite events throughout the region.

• Lead country expansion efforts and new program launches within AMET, ensuring consistent implementation of best practices while adapting to local market needs.

BASIC QUALIFICATIONS

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• 5+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
• Bachelor's degree
• Experience in Arabic-language communication skills, both written and verbal

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

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