Sr. Program Manager, Change Management, Amazon Customs & Trade

Description Amazon Customs & Trade (ACT) is Amazon's in-house customs brokerage and trade compliance operation. We file customs entries across multiple countries, manage import duties and compliance for Amazon's global supply chain, and build the technology that makes it all work at scale. We are seeking an experienced Senior Program Manager to lead change management across our global organization. In this role, you will own how ACT communicates, implements, and operationalizes change across functions and geographies in a fast-paced, dynamic trade environment. You will develop frameworks that ensure operational changes are adopted consistently, drive standardization of procedures, and serve as the connective tissue between policy, operations, and technology teams. This is a high-visibility role requiring strong communication skills, comfort with ambiguity, and the ability to influence without positional authority across a distributed organization. Key job responsibilities Develop and implement comprehensive change management frameworks spanning ACT's global operations, ensuring consistent adoption of new processes, policies, and tools Drive standardization of operational procedures; partner with operations, finance, data, and product teams to build repeatable and predictable structures in areas of ambiguity Centralize communication and inform stakeholders and operations teams across geographies of operational and regulatory changes; prevent siloed work streams Link policies, standard operating procedures, internal controls, monitoring, and reporting with operational and compliance improvement Develop and execute customs strategy initiatives, working cross-functionally to identify key areas of opportunity for process optimization and automation Create and iterate upon metrics to measure change adoption, performance, and identify defects and trends Identify and implement mechanisms and solutions for continuous improvement Work collaboratively with technology, product management, legal, human resources, business intelligence, and other key stakeholder groups Provide regular reporting and insights to senior leadership on change readiness, adoption, and risk posture A day in the life Your day might begin by reviewing active change initiatives across ACT's global operations and syncing with operations leads on adoption progress. You'll lead cross-functional working sessions with product, legal, and compliance partners to align on communication strategy for regulatory or process changes. You'll coordinate with regional teams across time zones, review metrics dashboards tracking adoption and quality, and prepare materials for leadership reviews. Throughout the day, you connect the dots between what's changing and how the organization absorbs it. About The Team Amazon Customs & Trade (ACT) is Amazon's in-house customs brokerage operation. We file customs entries across multiple countries, manage import duties and compliance for Amazon's global supply chain, and build the technology that makes it all work at scale. The team is international, spanning multiple locations and time zones. Our mission: simplify customs brokerage through technology, increase compliance, improve speed, and reduce cost. 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 6+ years of compliance, audit or risk management experience Knowledge of Microsoft Office products and applications (Excel, PowerPoint, Word, Visio, and MS Project) at an advanced level Preferred Qualifications 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 Project M…

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