Senior Manager, Under the Roof (UTR) Tech SME, Last Mile Tech SME

The Last Mile Tech Subject Matter Expert (SME) team is the bridge between tech and operations. Tech SMEs have significant knowledge and experience unique to Last Mile operations and technology. As subject-matter experts, we bridge multiple disciplines such as operations, engineering, research science, planning and software development to assist these teams in solving problems and developing cohesive solutions that optimize the Last Mile value stream. We are innovators that actively participate in the deployment, adoption and execution of tools and programs developed within Last Mile. We create and deep dive key performance metrics to measure the health of the business, applying specialized knowledge to separate signals from noise, and we develop tech implementation and expansion strategies to integrate new software and tools seamlessly into the business.

The Last Mile Tech SME team is seeking an experienced Senior Manager to lead a team of Program & Product Managers that work in the Under-the-Roof (UTR) space. The Senior Manager is accountable for their team influencing business-critical decisions around the operations tech that enable scale and deliver consistent, industry leading, performance. The individual's team will support the development and delivery of high-performance tools for Operations and Transporters. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customer to provide high-performance solutions to the field.

No two days are the same as a Last Mile Tech SME. You'll own a slice of Last Mile technology, becoming the domain expert. The work spans three pillars: Tactical (managing daily escalations and resolving complex technical issues), Technical (partnering with engineering to develop tech-driven solutions and optimize systems), and Strategic (building long-term roadmaps defining future capabilities). You'll translate technical concepts into business-friendly language, facilitate system adoption through training, and champion innovations that transform pickup and delivery operations.

The UTR Tech SME team has international scope and includes responsibility for and development of all tech required from the inbound dock through sortation all the way to the dispatch area; anything within the "Happy Path" of a package as it traverses the AMZL delivery station. We provide expert-level support, resolve complex technical issues, and ensure smooth system adoption through targeted training and documentation. As technical liaisons, we work closely with development teams and end users to maximize technology investments and minimize operational disruptions. Our expertise is crucial for successful technology rollouts and sustained system effectiveness.

Key job responsibilities

- Know the operation: develop expert level knowledge in all technical and operational areas within your scope

- Fill the gaps: we work in ambiguous areas- research and work to understand what you don't know

- Lead large scale programs across EU, NA and JP Last Mile marketplaces ranging from short (~3 months) to long (multi-year) initiatives

- Coordinate your team across multiple stakeholders to align on technical requirements for your SME area

- Use data to scope problems and opportunities and provide key insights to operational and technical leaders to guide resource/prioritization decisions

- Partner with tech organizations on the business requirement documents (BRD)

- Develop and implement high-quality program mechanisms to deliver industry leading change