Description

Amazon's Worldwide Delivery Service Partner (DSP) organization is seeking a Program Manager to own DSP payroll programs and vendor management across the Americas (US, Canada, Mexico, and Brazil). Our DSP program enables thousands of independent small business owners to operate delivery businesses, and the payroll services that they use are a critical product that empowers these entrepreneurs to pay and manage their Delivery Associates. This is a customer-facing service role, not internal payroll, where you will help shape how small business owners manage their workforce through the Delivery Service Partner programs we build and support.

You will own key program metrics, ensuring payroll programs deliver a reliable, high-quality experience to DSP owners and their Delivery Associates. You will drive projects to on-time completion, identify risks and blockers, coordinate cross-functionally, and escalate issues as needed. When metrics miss or vendor performance degrades, you will deep dive into operational data to understand root causes, conducting structured analyses such as 5-Whys, and develop solutions that improve the payroll product experience across Delivery Service Partner programs. You will maintain dashboards and reporting on program health, and prepare monthly and quarterly business reviews for leadership.

Key job responsibilities
You will manage payroll vendor relationships across the Americas, monitoring performance against SLAs, conducting regular business reviews, driving accountability for deliverables, and escalating compliance or audit concerns. You will own vendor performance scorecards and develop action plans for underperforming vendors. This includes coordinating with regional DSP program teams, finance, technology, and operations stakeholders to ensure smooth execution. You will identify and implement process improvements by analyzing workflows, benchmarking against best practices, and proposing scalable solutions that improve efficiency, accuracy, and the DSP owner experience.

Your scope is primarily the Americas, but you will also contribute to international program development by benchmarking against global counterparts and supporting scaling initiatives as the payroll product expands to new regions. You will adapt global DSP payroll strategies to account for country-specific regulatory requirements, vendor landscapes, and operational nuances across all four countries.

A successful candidate will demonstrate strong analytical skills, excellent project management capabilities, and a bias for action. You should be comfortable using data to diagnose issues and propose solutions. Experience in program management, vendor management, or payroll systems is highly valued, as is the ability to communicate effectively across regions and cultures. You must operate independently within established frameworks while knowing when to escalate. This role requires approximately 10-20% travel to support vendor relationships, regional program initiatives, and cross-country coordination.