We are open for position to be based in London or Munich. The community issues resolution program manager plays a critical role within communities owning the feedback loop processes across EUK helping community members find resolutions to high severity issues, widely affecting the network. The WW Transportation Partner Experience (TPX) teams vision is to build and nurture communities of the happiest, safest, and highest quality transportation partners We help these partners offer a better life for themselves, their employees, and the communities we collectively serve. To deliver on our mission, we create opportunities for connection, learning, advocacy, and inspiration among partners, Amazon, and our customers We do this through a variety of ways, including technology, content, digital/in person experiences, and rewards and recognition programs. We are committed to protecting and improving partner sentiment by innovating how we power the feedback flywheel, so that our partners can influence the future of logistics We play the long game, as we know that the sustained satisfaction of our partners will reduce attrition and strengthen Amazons logistics network over time. The program manager orchestrates roadmaps and actions across the TPX product, tech, comms, and Delivery Service Partner (DSP) program teams, ensuring on a tactical level, the resolution of escalations within the agreed SLAs and quality bar, providing visibility to leadership along the process. On a strategic level, the program manager is responsible for using their high-judgment to influence the contents team roadmap, rendering the content relevant to the demands of the DSP community and looking around corners to prevent escalations through timely and robust content and by tracking and exposing externally the promises made to community members and their status. Across communities in the EUK, the program manager is responsible for expanding the processes and products to deliver a consistent experience related to SLAs, reporting, tracking and feedback loops to the content planning process If you thrive in ambiguous, fast-paced environments and want to reinvent how turning escalations into insights shape the future of the DSP program, this role may be for you Key Responsibilities: Develop the strategy and a clear, simple roadmap for the EUK DSP escalations program, working closely with Director- and VP-level stakeholders to understand their data and reporting needs Implement processes and tools to pull, consolidate, and analyze data from multiple channels and sources related to the DSP network Identify key trends, themes, and opportunities from the DSP data, translating insights into clear narratives and recommendations Build accountability mechanisms that empower business teams to drive accountability for continuous improvement activities that enhance the overall DSP experience, from big rocks to paper cuts Accelerate actionable progress driven by insights through creating and/or optimizing cross-org structures and mechanisms Effectively manage cross-functional projects and stakeholders, aligning teams on program goals and driving execution Required Qualifications: 7 years of experience as a Program or Project Manager, with a track record of successfully launching new programs from the ground up Strong analytical and critical thinking skills, with the ability to synthesize data into actionable insights Excellent communication and stakeholder management abilities, with experience bringing together diverse teams to achieve shared objectives Comfort operating in ambiguous, fast-paced environments and demonstrated ability to drive progress independently Passion for leveraging data and technology to drive business impact and improve customer/partner experiences BASIC QUALIFICATIONS Experience using data and metrics to determine and drive improvements Experience owning program strategy, end to end delivery, and communicating results to senior leadership Experience in program or project management PREFERRED QUALIFICATIONS Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field Experience leading process improvements