Sr Program Manager, MX Holiday & Contingency

Want to work at a company that aims to be Earth's most customer-centric? Then meet Amazon. Amazon has spent more than 25 years inventing on behalf of customers and is now one of the world's largest online retailers and marketplaces. Our entrepreneurial culture has produced new products and services such as Echo and Amazon Web Services.

The Holiday and Contingency Planning (HCP) team coordinates Amazon's operational response to holidays, planned events and unplanned contingencies. The goal is to protect the customer experience and limit operational impact, balancing reliability against speed. As a central coordination team, HCP plans and executes network configuration changes that adjust customer promises and package flow, so the network keeps performing and recovers quickly from disruption.

We are hiring an HCP Program Manager in Mexico to own contingency management for the Mexico network and support HCP programs across LATAM. Mexico's network faces many kinds of disruption: national and state holidays, peak events such as Hot Sale and El Buen Fin, Semana Santa and Día de Muertos, hurricanes and floods, road blockades and civil demonstrations, and cross-border (US-MX) flow disruptions. You will work with stakeholders across all miles and lines of business, including Middle Mile/ATS and Relay Operations, Last Mile (AMZL and DSP network), Fulfillment and Sort Centers, First Mile/3P, Regional Planning and Business Continuity teams. You will also partner with Legal, Public Policy, PXT and Tech teams, and with the global HCP team in India and other regions.

We're looking for a hands-on, motivated self-starter who is passionate about using data to make quick decisions and who exemplifies "Bias for Action" and "Are Right, A Lot." The successful candidate has strong analytical and problem-solving skills, is detail-oriented, and is comfortable working with large data sets. They communicate complex analysis clearly, build strong relationships with stakeholders, and drive toward simple, scalable solutions to difficult problems.

Key job responsibilities

- Based in Mexico, or open to relocation

- Own the end-to-end holiday planning & contingency management for Mexico: plan the holiday and event calendar, assess risk, define the network response (promise, capacity and flow changes), execute it, and run post-event reviews.

- Lead real-time response to unplanned disruptions such as weather, blockades and carrier or site outages. Coordinate decisions across miles and drive fast recovery.

- Analyze historical event performance, including delivery experience, promise accuracy, backlog and recovery time. Turn the analysis into recommendations for senior leadership.

- Build and improve the team's reporting tools, mechanisms and processes so internal and external partners get more actionable, granular data.

- Drive the operating cadence: WBR/MBR inputs, goal setting, goal tracking and process improvement for HCP Mexico.

- Standardize and scale HCP mechanisms across LATAM. Bring best practices from other regions and share Mexico learnings with the global team.

- Communicate complex analyses and decisions clearly, in writing and verbally, in Spanish and English, to audiences from operations teams to senior leaders.

A day in the life

You start by checking the risk outlook for the coming days: upcoming holidays, weather alerts and planned demonstrations. You align with Middle Mile, Last Mile and site operations on any network changes needed, then go deeper on data to size a promise adjustment for an upcoming peak or holiday. You might lead a cross-functional event review, write the narrative for leadership, or work with tech partners to automate a manual step in the contingency process. When something unexpected happens, you coordinate the response and keep stakeholders informed until the network recovers.

About the team

HCP is a ROW team spanning operations, program management and tech, with members in India and LATAM. We value bias for action, being right a lot, and simple, scalable solutions to complex problems.

**Inclusive team culture**

At Amazon we embrace our differences and are committed to furthering our culture of inclusion, reinforced by our Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

**Mentorship & career growth**

The team has a broad mix of experience levels and tenures. We celebrate knowledge sharing and mentorship, and assign projects with each team member's growth in mind.

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

- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership

- Bachelor's degree or equivalent

- Speak, write, and read fluently in English, and have the ability to take direction in English

Preferred qualifications

- 3+ 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

- 3+ years of stakeholder management experience

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.