Senior Program Manager | Quality and Delivery Experience, AMET — ACES – Amazon

ACES — Amazon Customer Excellence Systems — is Amazon’s internal function for driving operational quality and continuous improvement across its logistics network, and this Senior Program Manager role sits inside that team with a specific focus on quality and delivery experience across the AMET region (Africa, Middle East, and Turkey) last-mile network. It’s a program-management role at senior level, which means the scope is regional rather than a single site, and the mandate is systemic improvement rather than day-to-day firefighting.

Concretely, the role is about identifying where delivery quality or productivity is falling short across Rush last-mile stations, diagnosing root causes using operational and delivery data, and driving the process or system changes that fix the underlying issue rather than just the symptom. That typically means working closely with station operations teams, tech and data teams, and other regional program managers to land improvements that hold at scale, not just in a single pilot.

It’s suited to someone with a strong program or operations management background, comfortable working with data to diagnose problems, and experienced at driving change across multiple sites or teams rather than a single operation.

Last-mile delivery quality is one of the most visible parts of Amazon's operation to the end customer, and a role focused on productivity and quality across AMET's Rush network has a direct line to customer-facing outcomes like on-time delivery and delivery accuracy across the region. Because this is a program role rather than a single-site operations role, improvements made here don't stay local -- a process fix validated at one station becomes a standard rolled out across the regional network, which multiplies the impact of any single piece of work many times over compared to a site-level fix. ACES exists specifically because operational excellence at Amazon's scale can't rely on individual stations solving their own problems in isolation; it needs a function that spots patterns across the network and drives consistent fixes. In a region where Amazon is actively growing its logistics footprint, getting delivery quality right at this systemic level protects customer trust across markets simultaneously and supports the broader expansion the regional operation is working toward.

A Senior Program Manager role inside ACES is widely recognised within Amazon as one of the stronger internal proving grounds for operations leadership, because it combines regional-scale scope with hands-on exposure to how Amazon's logistics network actually runs. The skill set this role builds -- diagnosing systemic problems from data, driving change across multiple stakeholders and sites, and landing improvements that hold at scale -- is exactly what's needed for director-level operations or program leadership roles, whether that next step is inside Amazon or at another large logistics or e-commerce operator. Amazon's internal mobility across its operations and program-management career tracks is well established, and a regional role like this one is typically a stepping stone toward broader geographic or functional scope rather than a terminal position. The experience also carries significant external value: "ACES" and "Amazon operational excellence" are recognised credentials in logistics, supply chain, and operations circles well beyond Amazon itself, and program managers who've driven measurable quality improvements across a multi-country network are in strong demand as the quick-commerce and logistics sector across the Middle East continues to expand. It's also worth noting that regional program manager roles at this level are relatively scarce, which means strong performers tend to be identified early for broader geographic scope well before they'd typically reach that stage at a smaller logistics operator.

• Proven program or project management experience, ideally in logistics, operations, or supply chain
• Strong analytical skills, including comfort diagnosing root causes from operational data
• Experience driving process or system improvements across multiple sites or teams, not just one location
• Stakeholder management skills across operations, tech, and regional leadership
• Track record of owning a program end-to-end, from problem diagnosis through to measurable improvement
• Comfortable operating in a fast-paced, metrics-driven environment