Software Support Specialist Jobs in Wilmington, DE

DESCRIPTION

Amazon is seeking a Senior Program Manager, Field Support to drive Fleet Readiness and field execution for Last Mile fleet operations in North America. In this critical role, you will own programs that ensure our delivery vehicles are well-maintained, highly utilized, and available to meet customer delivery commitments across the network. This includes designing scalable mechanisms for maintenance adoption, vendor performance management, fleet availability & utilization, and cost.

We are seeking a highly analytical program manager who combines strategic thinking with a keen eye for operational details to deliver tangible results. You will be responsible for designing, launching, and governing programs in a rapidly evolving environment — building mechanisms where none existed before. You will Dive Deep to understand the business and own the overlap between adjacent organizations, data signals, and field execution. You will Insist on the Highest Standards and ensure our metrics measure what matters and enable leaders to understand our progress. You thrive in ambiguity, are comfortable working cross-functionally to understand both the big picture and the details, and can move fluidly between strategic design and hands-on operational problem-solving. The ideal candidate must be able to influence leadership, communicate ideas effectively (verbally and in writing), and build consensus among groups with competing priorities.

You will partner closely with internal fleet stakeholders, vendor operations, Delivery Service Partners (DSPs), field operations teams, and technology partners to bridge the gap between program design and field reality. Please note that given the nature of this role, travel within North America is required, ~25-30% of the time.

Key job responsibilities

• On site field support for multiple delivery stations in the Northeast, working closely with stakeholder groups on program implementation and vehicle operational readiness rate
• Partner with Amazon Operations leaders, Delivery Service Partners (DSP), and Corporate program teams to drive adherence to business goals and initiatives
• Collect and analyze data in order to drive performance improvements with central programs
• Lead without authority in order to translate data reporting opportunities into feasible and scalable actions
• Conduct DSP roundtables to identify opportunities for vehicle maintenance and uptime
• Develop actions plans to address root causes and assist with implementing the changes
• Create reporting to identify root causes of low performance
• Conduct site visits to identify improvements for maintenance and repairs of our fleet
• Monitor key fleet metrics, define and implement initiatives to drive program and process improvements
• Leverage data analysis to systematically drive change
• Communicate across teams and to leadership to ensure alignment of goals, tasks for the overall success of the program

Role can be based anywhere in the Northeastern United States

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

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
• Knowledge of general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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.

COMPENSATION

• USA, DE, Wilmington - 115,600.00 - 160,000.00 USD annually
• USA, MA, Bellingham - 115,600.00 - 160,000.00 USD annually
• USA, MA, Revere - 115,600.00 - 160,000.00 USD annually
• USA, MI, Pontiac - 115,600.00 - 160,000.00 USD annually
• USA, MI, Sterling Heights - 115,600.00 - 160,000.00 USD annually
• USA, NY, Greece - 115,600.00 - 160,000.00 USD annually
• USA, NY, Syosset - 127,200.00 - 185,000.00 USD annually
• USA, PA, Conshohocken - 115,600.00 - 160,000.00 USD annually
• USA, PA, Philadelphia - 115,600.00 - 160,000.00 USD annually
• USA, VA, Fredericksburg - 115,600.00 - 160,000.00 USD annually