Escalations Manager, AFP Partner Success Team
Core
Build and scale mechanisms to manage partner issue intake, define escalation paths, and drive service level agreements for Amazon Freight Partners.
Role type
Senior Program Manager (Partner Success)
Builds
Escalation workflows, knowledge management systems, and communication templates for freight partners.
Domain
Logistics / Transportation / SaaS
Deliverable
product features
Required skills
Program management, data-driven decision making, end-to-end delivery ownership, strategic planning, stakeholder management, SLA definition, roadmap development, use case identification, communication strategy, reporting structures.
Preferred skills
Process improvement, upskilling program design, workforce development, general AI tools knowledge.
Technologies
General AI tools
Responsibilities
Establish mechanisms for reporting and managing issues; Own the knowledge management process; Define and drive service level agreements (SLAs); Own and contribute to a development roadmap; Identify and document use cases; Define communication strategy; Develop standard response templates; Define clear escalation paths; Collaborate with stakeholders to manage SLAs; Build and maintain data collection and reporting structures.
Seniority
Senior, hands-on IC
