Program Manager, Change Management, ACES (Amazon Customer Excellence System)

Program Manager, Change Management, ACES (Amazon Customer Excellence System)

At Amazon, we're working to be the most customer-centric company on earth - including how we fulfill and deliver customer orders. Amazon is continually striving to innovate and provide best in class delivery experience through the introduction of pioneering new products and services in the last mile delivery space.

We are looking for a dynamic, organized self-starter to join as a Program Manager for our JP Amazon Logistics team. This person will support in setting up the strategy for change management and ensure adoption and success measures are met.

This position will create mechanisms to effectively implement policy/SOP changes that impact JP AMZL. The role will partner closely with Product and Program teams regarding such AMZL-facing changes. The Program Manager will spot risks and ask the right questions to ensure appropriate trade-offs are made with any changes impacting AMZL.

This position requires deep customer focus, strong self-motivation and exceptional project management skills. It will involve regular communication with project sponsors and requires you to be detail-oriented and comfortable partnering with cross-functional business and technical teams. To be successful in this role, you need to pair strong analytical skills and a data-driven outlook with strong intuition.

This role will be based in Tokyo and involves frequent domestic travel.

Key job responsibilities

1. Support the development of scalable change management strategies and plans to support policy/SOP changes across the AMZL network.
2. Drive change management programs, processes, and tools to support the adoption of change requests required by projects or initiatives.
3. Conduct impact analyses, assess change readiness, and identify key stakeholders.
4. Capture data to define and measure success metrics for the adoption of change requests.
5. Collaborate closely with business, operations, and technical teams to track the progress, milestones, issues, risks, and cost impacts of individual projects, features, and launches.
6. Organize and drive multiple meetings with internal teams to obtain approval for change requests and track the adoption of changes.
7. Work closely with the Global Change Management Team to build and operate global change standard processes and participate in improvement activities.
8. Collaborate with the DSP/Flex/other functional Change Management teams to build, operate, and improve integrated change management processes.
9. Set and manage the change windows for the AMZL network in line with Amazon Peak periods (Prime, Black Friday).
10. Communicate and support the implementation of approved change requests across the AMZL network.

BASIC QUALIFICATIONS

- Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of managing stakeholders in cross-functional project experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Business level English and Japanese proficiency (including reading and writing)

PREFERRED QUALIFICATIONS

- Prior experience in change management and communications methodologies, with demonstrated ownership of change management processes
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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 this link for more information.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.