Sr Program Manager, Amazon Customer Excellence Systems, ACES

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 job responsibilities

Strategic Program Ownership

You will 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. You will build and maintain AU's All Miles program roadmap, connecting multiyear planning cycles into a live portfolio with clear milestones, owners, and success metrics visible to ACES leadership and AU senior leadership. You will influence senior leadership investment and prioritisation decisions through rigorous business case development and data-driven recommendations.

New Capability Development

You will 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. This includes scoping capability gaps, building the business case, designing the operating model, and driving adoption through structured change management. Amazon Australia is not a steady-state network. This role requires someone who builds, not just maintains.

Cross-Mile Productivity Optimisation

You will drive end-to-end productivity and cost improvements across First Mile FCs, Middle Mile transportation and sort, and Last Mile delivery stations. You will identify synergies across miles, build programs that unlock network-wide improvements, and translate operational complexity into structured, measurable outcomes tied to our core productivity metrics.

Data-Driven Analysis and Insight

You will combine multiple datasets to surface patterns, quantify opportunity, and build the analytical foundation for every program you own. You are comfortable writing SQL queries, building workflow integrations, and working across disparate data sources to generate insights that drive leadership decisions. You will design and maintain program tracking mechanisms, including business review inputs, milestone dashboards, and scorecard metrics, to provide real-time visibility across the program portfolio.

AI and Automation

You will actively seek and apply AI and automation capabilities to accelerate program delivery and embed scalable, technology-driven solutions into AU operations. You are fluent in automation tooling and workflow design, and you bring a practical, hands-on approach to identifying where AI can eliminate friction, improve accuracy, or unlock step-change productivity gains.

Stakeholder Management and Communication

You will build and maintain strong relationships across operations, finance, supply chain, technology, and channel partner teams. You will 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. You will do this without direct authority over any of the teams you work with.

Change Management

You will 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. You will 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.

IDE statement:

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.