Escalation Manager Jobs in Virginia (NOW HIRING)

In Life service (ILS) is part of the larger Global Fleet Product org ( GFP) with the mission is to enable vehicle readiness across Amazon Logistics' last mile network by building scalable maintenance, repair, and operational support programs that improve fleet availability, operational efficiency, and Delivery Service Partner (DSP) experience. ILS serves as the central organization responsible for managing and evolving the end-to-end maintenance and repair ecosystem supporting Amazon's delivery fleet, including vendor governance, repair operations, escalation management, operational tooling, maintenance workflows, and strategic fleet readiness programs. To support Amazon Logistics' rapidly expanding delivery network, ILS partners closely with Delivery Service Partners (DSPs), Fleet Management Companies (FMCs), Fleet Service Suppliers (FSS), product and technology teams, and external maintenance vendors to ensure vehicles remain operationally ready while minimizing disruption to DSP operations.
As Amazon's fleet footprint and operational complexity continue to scale, fleet maintenance and repair operations remain a significant operational focus area

Fragmented workflows, inconsistent vendor execution, operational inefficiencies, and manual processes can negatively impact vehicle availability, repair turnaround times, and DSP experience. To address these challenges, ILS is continuously developing and scaling transformative maintenance programs, operational governance mechanisms, vendor management frameworks, and technology-enabled operational solutions that simplify maintenance operations, improve service consistency, and strengthen end-to-end DSP support.
ILS is looking for a Sr. Program Manager to lead vendor governance, operational performance management, and strategic maintenance initiatives across Amazon's fleet maintenance ecosystem

This leader will work cross-functionally with internal stakeholders, Fleet Management Companies (FMCs), Fleet Service Suppliers (FSS), product teams, and external vendors to improve operational performance, establish scalable governance mechanisms, and drive improvements in vehicle maintenance and repair operations that materially enhance the DSP experience. The Sr. Program Manager will drive operational excellence across maintenance vendors by improving service turnaround time, vehicle availability, repair quality, escalation management, and operational consistency while supporting broader network transformation initiatives including Direct Maintenance Programs (DMP), close-loop repair models, inspection programs, and future-state maintenance operations.
The Sr

Program Manager will partner closely with product and technology teams to simplify workflows, improve operational tooling, and establish scalable operational processes and standard operating procedures that enable Central Operations, field teams, and vendor partners to manage fleet maintenance operations more efficiently. This leader will leverage data-driven insights and operational analytics to identify systemic operational gaps, drive root cause analysis, improve vendor accountability, and develop scalable solutions that reduce operational friction and improve network performance. Responsibilities include sourcing and analyzing operational data, defining and managing key performance metrics, identifying operational trends and risks, and translating business insights into actionable improvement initiatives that strengthen operational execution and DSP satisfaction.
The Sr

Program Manager will additionally support strategic operational initiatives related to vendor readiness, network scaling, hibernation and redeployment programs, escalation governance, and operational automation. Through partnership with business, product, and technology teams, this leader will contribute to development of scalable governance architectures, automated workflows, predictive operational insights, and system-driven operational controls that improve consistency and reduce dependency on manual intervention. Through these efforts, the Sr.

Program Manager will enable Delivery Service Partners to focus on what they do best - delivering reliably and safely to Amazon customers.
This role indexes heavily on the Leadership Principles of Ownership, Dive Deep, Think Big, Deliver Results, Invent and Simplify, and Bias for Action. The role requires a combination of strategic thinking and operational execution, including the ability to navigate ambiguity, manage complex vendor ecosystems, influence cross-functional stakeholders, and drive scalable operational improvements grounded in strong data analysis and customer-focused decision making.
Key job responsibilities
Drive end-to-end vendor governance and operational performance management across fleet maintenance vendors, Fleet Management Companies (FMCs), and Fleet Service Suppliers (FSS)
Define and manage operational success metrics including turnaround time (TAT), vendor-controllable VORR, repair aging, burn rate, repair quality, escalation response, and DSP experience indicators
Lead operational deep dives and root cause analysis to identify systemic operational gaps, performance risks, and opportunities to improve maintenance and repair operations
Partner cross-functionally with Product, Program, Operations, Finance, Central Operations, field teams, and vendor leadership teams to improve operational performance and execution consistency
Drive corrective action plans and operational improvement initiatives across vendors, stations, and network workflows based on data-driven insights and operational trends
Support strategic maintenance transformation initiatives including Direct Maintenance Programs (DMP), close-loop repair operations, vendor onboarding, network expansion, and inspection programs
Develop scalable governance mechanisms, workflows, and operational processes that improve visibility, accountability, and service consistency across the maintenance ecosystem
Partner with technology and product teams to improve operational tooling, streamline workflows, reduce operational friction, and support automation initiatives
Manage high-severity operational escalations requiring cross-functional coordination, vendor intervention, and leadership visibility
Maintain dashboards, reporting mechanisms, and operational analytics that provide leadership visibility into key business indicators and support data-driven decision making
Identify critical operational characteristics, vendor performance trends, and emerging network risks to proactively improve operational readiness and scalability