Risk Manager II, Continuous Improvement, Relay Product Excellence

Want to own how an organization gets better at what it does? Relay Product Excellence (RPE) protects Customers, Carriers, Drivers, and Amazon globally through fast-paced investigation and analytics, and we need an owner for the Continuous Improvement pillar within our Strategic Programs and Organizational eXcellence (SPOX) team. This is hands-on process work: you'll map how work actually flows today, standardize it into clear Standard Operating Procedures (SOPs), and build the documentation that makes the right way the easy way. In this role, you'll own the Continuous Improvement pillar end to end, help shape the direction for how SPOX raises quality, consistency, and efficiency across a growing portfolio of risk and investigation initiatives. You'll build the mechanisms that find process gaps, size the opportunity, and drive improvements to closure, then institutionalize them so gains stick. You'll define what "good" looks like for execution standards and operating rhythms, and you'll measure whether the organization is actually getting better over time. Because improvements are driven across risk operations, you'll need to be versed in risk or investigations, enough to read the work, spot where the real opportunities are, and partner credibly with the functional subject matter experts across RPE who run it. You'll partner closely with the Program Delivery, Special Programs, and Workforce Intelligence & Strategic Planning pillars to embed continuous improvement into how work gets delivered day to day. The ideal candidate brings strong communication skills, attention to detail, and a data-driven mindset, with the ability to manage multiple stakeholders, earn trust across partner teams, and drive change independently in a fast-paced environment. The ideal candidate is someone who genuinely enjoys the craft of process mapping, standardization, and documentation. Key job responsibilities - Own the Continuous Improvement pillar within SPOX end to end, partnering with SPOX leader to set its roadmap, define its mechanisms, and measure its impact on quality, consistency, and efficiency across the organization. - Identify process gaps and improvement opportunities, size them with data, and drive them to closure, then institutionalize the changes so gains are sustained. - Map current-state processes end to end, standardize them into clear Standard Operating Procedures (SOPs), and build and maintain the documentation (process maps, runbooks, work instructions) that keeps execution consistent and audit-ready across the organization. - Apply working knowledge of risk or investigations to identify where the biggest improvement opportunities sit, and partner effectively with functional subject matter experts across RPE to drive continuous improvement across risk operations. - Define and raise execution standards for how programs are delivered, embedding continuous improvement into mechanisms within the operating rhythm (Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs)) and OP planning cycle. - Partner with the Program Delivery and Special Programs pillars under SPOX to translate improvement opportunities into delivered change across cross-functional initiatives with org-wide impact. - Influence stakeholders through data-driven insights, written narratives, and clear recommendations. - Operate with high integrity and discretion, handling sensitive data in compliance with Amazon's data classification and privacy policies. A day in the life In this role, you'll work through ambiguity regularly, reviewing program health metrics, spotting where the organization can get better, and prioritizing the improvements that matter most. While you own the strategy and roadmap for the pillar, the core of your week at the working level is hands-on process work: sitting with SMEs to map how a process actually works, turning that into a standardized SOP, and documenting it so it holds up over time. You'll drive alignment across RPE teams through influence, not authority, translating data into clear narratives for stakeholders to reach alignment and buy-in. About the team Middle Mile Transportation Technology moves millions of packages across Amazon's network daily, and Relay Product Excellence (RPE) ensures those systems stay protected. We sit at the intersection of product and operations, building programs that close gaps where automation hasn't yet reached. Our program managers, analysts, and investigators deliver rapid-cycle investigation and analytics that safeguard Customers, Carriers, Drivers, and Amazon globally. Within RPE, the Strategic Programs and Organizational eXcellence (SPOX) team is the connective tissue, spanning Program Delivery, Escalations, Team Growth, Continuous Improvement, and Special Programs. SPOX owns the program management frameworks, milestone governance, execution methodology, and operating rhythms that give teams structure to move fast. We don't support delivery; we set the standard. Basic qualifications - Bachelor's degree or equivalent - 3+ years of program or project management experience - 3+ years of compliance program management, legal, governance, audit, risk/loss prevention, or equivalent experience - Experience establishing successful partnerships with internal and external teams to execute tactical initiatives or equivalent - Experience in creating process improvements with automation and analysis - Experience with data analysis tools such as Excel, Pivot Tables, macros, SQL, visualization tools - Tableau, Quicksight, etc. - Experience owning program or process improvement end to end and communicating results to stakeholders - Experience creating Standard Operating Procedures (SOPs), process maps, and process documentation Preferred qualifications - Experience working in a fast-paced and ambiguous environment, or experience delivering results for large, cross-functional initiatives/projects - Experience in data interpretation and analysis to influ