Amazon Relay Operation Center Jobs (NOW HIRING)

Amazon Relay is seeking a Principal Product Manager to define and lead the product strategy for Amazon Relay Rewards, Amazon Relay's carrier loyalty program designed to recognize, retain, and deepen engagement with the carriers who power Amazon's transportation network.
In this role, you will own the vision, roadmap, and end-to-end product strategy for a loyalty program that serves tens of thousands of active carriers across the Relay network. You will design and scale a program that rewards carrier performance, tenure, and commitment, driving measurable improvements in carrier retention, load acceptance, utilization, and network reliability. You will translate carrier behavior data, engagement signals, and competitive benchmarks into compelling loyalty experiences that differentiate Relay as the preferred platform for carriers of all sizes and haul profiles.
This is a high-visibility, high-impact role at the intersection of carrier experience, behavioral economics, supply quality, and product strategy. The ideal candidate is a seasoned product leader with a track record of building loyalty, rewards, or engagement programs at scale, ideally in a marketplace, gig economy, or transportation platform context, who can balance the art of carrier motivation with the science of supply economics.
Key job responsibilities
Product Vision & Strategy
- Define and own the multi-year product vision and roadmap for Amazon Relay Rewards, aligning with Relay's broader carrier experience, supply quality, and network health strategy.
- Identify and prioritize the highest-impact loyalty program investments across rewards design, tier structures, carrier incentives, and redemption experiences.
- Develop a deep understanding of carrier motivations, pain points, and engagement patterns across carrier segments to design a loyalty program that resonates across the full carrier base.
- Benchmark against leading loyalty and rewards programs to identify best practices and differentiation opportunities.
Loyalty Program Design & Mechanics
- Design and own the core loyalty program structure, including points/rewards currency, tier structures, qualification criteria, benefits catalog, and redemption mechanics, optimized to drive the carrier behaviors most valuable to the Relay network.
- Define carrier-facing rewards and benefits that span financial incentives, operational benefits, and recognition experiences.
- Develop program rules and eligibility frameworks that reward performance dimensions including load acceptance rate, on-time delivery, tenure, utilization, safety record, and compliance standing.
- Partner with Finance and supply teams to model the economics of the loyalty program, ensuring rewards investments are tied to measurable supply quality and retention outcomes.
Carrier Engagement & Retention
- Own the product roadmap for carrier engagement features within Relay, including personalized UX, progress tracking, rewards status visibility, and proactive notifications that keep carriers informed and motivated.
- Design and drive carrier lifecycle programs that recognize and reward carriers at key milestones (e.g., first load, 1-year anniversary, 100th load, top-tier status achievement) to deepen long-term platform commitment.
- Develop targeted loyalty interventions for at-risk carrier segments, including dormant carriers, declining utilization carriers, and carriers approaching compliance lapses, to re-engage and retain supply before network exits occur.
- Leverage carrier segmentation frameworks to tailor loyalty program experiences and incentive structures to the distinct needs and motivations of carrier cohorts.
Cross-Functional Leadership & Influence
- Serve as the single-threaded product owner for Amazon Relay Rewards, coordinating across Ops, Product, Engineering, Finance, Legal, Marketing, and Leadership.
- Build and maintain strong relationships with senior leadership and stakeholders across Relay Product/Tech and Ops teams.
- Define and track loyalty program metrics, including carrier retention rates, load acceptance lift, utilization improvement, and rewards redemption rates. Deliver regular executive-level reporting on program health and carrier engagement outcomes.
- Develop carrier-facing communications and in-app experiences (rewards portals, status UX, milestone notifications) that make the loyalty program intuitive, motivating, and easy to navigate.
A day in the life
Your day begins with a review of carrier engagement metrics, tracking rewards tier progression, redemption activity, and early signals of carrier churn risk across key segments. From there, you're in a roadmap review with Engineering to align on the next feature launch, followed by a cross-functional sync with Finance to finalize the economics model for a new incentive. In the afternoon, you're presenting a carrier retention strategy to Director and VP-level stakeholders, grounding your recommendations in carrier segmentation data and competitive benchmarking. Your customers are the carriers who depend on Relay for their livelihoods and the Ops and Supply teams who depend on a reliable, motivated carrier base. The core problems you're solving: reducing carrier churn, deepening Relay brand loyalty, and building a rewards experience that makes Relay the carrier's first choice - every load, every lane, every day.
About the team
The Technology Transportation Services (TTS) organization builds software systems that work across our vendors, warehouses and carriers to optimize both time and cost of getting the packages delivered. Our services already handle thousands of requests per second, make business decisions impacting billions of dollars a year, integrate with a network of small and large carriers, owner operators and drivers worldwide, manage business rules for millions of unique products, and improve ordering and delivery experience for millions of online shoppers. That said, this remains a fast growing business and our technical journey has only started. With rapid expansion into new geographies, innovations in supply chain, unique delivery models for products ranging from Amazon Fresh groceries, ultra-fast Prime Now deliveries of big-screen TV's, increasingly complex transportation network, and growing number of shipments worldwide, we see a massive opportunity to fundamentally change the way people get the stuff they need, and make a big impact by cutting billions of dollars of transportation costs from the ecosystem. Our mission is to build the most efficient and optimal transportation solution on the planet, using our science and technology muscle as our biggest advantage.
BASIC QUALIFICATIONS
- 10+ years of product or program management, product marketing, business development or technology experience
- 10+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience
- Bachelor's degree
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
PREFERRED QUALIFICATIONS
- Experience owning technology products
- Master's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
- Experience building and analyzing cost/benefit scenarios and business cases and communicating results throughout the organization
- Experience blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement
- Experience in product or program management, product marketing, business development or technology
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, GA, Atlanta - 161,900.00 - 219,000.00 USD annually
USA, WA, Bellevue - 161,900.00 - 219,000.00 USD annually