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We are looking for a program manager to coordinate investigations and escalations across our external supply chain businesses to ensure that loss events across Amazon Freight, Ship with Amazon, and WePay inbound shippers flow to the correct investigation teams globally, with proper signals and minimal false positives. Today, external supply chain escalations involve multiple systems (MVP, RIVER, SSTP, Lasik), multiple investigation teams (AMER Investigations, Cluster LP, CIRS), and false positives that consume investigator bandwidth. This role will own the escalation architecture for our external supply chain businesses globally, end to end: governance, automation, standards alignment, and continuous improvement. You will be the connective tissue between detection signals and investigation action.
Key job responsibilities
- Own the global escalation matrix for external supply chain loss events (SWA, AF, WePay)
- Govern and continuously improve routing logic: FM/MM events to AMER Investigations via MVP; UTR/LM events to Cluster LP via RIVER
- Drive false positive reduction to target threshold through triage team optimization and signal refinement
- Activate and maintain the Blue-Flag process and Lasik integration for external supply chain theft signals
- Build communication automation: WWOS to SWA notifications on case creation (currently manual, target automated)
- Manage camera access provisioning and training for triage teams across 21+ SCs
- Standardize LE engagement SOPs and police report filing processes globally
- Coordinate daily with SSTP and Relay to reduce false positives and improve signal quality
- Align external supply chain investigation standards across AMER, EU, and India
- Define and maintain escalation protocols for theft incidents aligned with business stakeholders (Tier 1/2/3 response)
A day in the life
You start by reviewing overnight SSTP alerts, triaging which signals are real and which are noise. You update the Blue-Flag escalation logic in Lasik based on a new MO pattern Pat flagged yesterday. Mid-day you're training a new batch of SWA triage team members on camera access and case formatting. After lunch you pull false positive data to quantify the impact of last week's filter refinement. You close with a cross-regional sync aligning AMER, EU, and India investigation teams on a standardized LE engagement SOP.
About the team
The External Supply Chain team protects Amazon's freight and parcel movements across Amazon Freight, Ship with Amazon, and WePay inbound shippers globally. These businesses serve a range of models (business to business, business to customer, and customer to customer) where volume moves through third-party carriers, shipper warehouses, terminals, and Amazon's own network with limited visibility. The team designs, pilots, and scales solutions (seals, supervised handoffs, IoT tracking, tiered shipper security frameworks) that close visibility and chain-of-custody gaps where Amazon has historically had the fewest controls. Success is measured in loss dollars reduced, claims prevented, Network Standards established, and shipper trust earned as a competitive differentiator.
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
- Knowledge of general AI tools
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
- 2+ years of stakeholder management experience
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, AZ, Tempe - 115,600.00 - 160,000.00 USD annually
USA, MA, Boston - 115,600.00 - 160,000.00 USD annually
USA, NY, New York - 127,200.00 - 185,000.00 USD annually
USA, TN, Nashville - 104,100.00 - 155,400.00 USD annually
USA, TX, Austin - 115,600.00 - 160,000.00 USD annually
USA, VA, Arlington - 115,600.00 - 160,000.00 USD annually
USA, WA, Bellevue - 115,600.00 - 160,000.00 USD annually
USA, WA, Seattle - 115,600.00 - 160,000.00 USD annually