At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how to coordinate the delivery of their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new logistics products and services, significantly complimented by entrepreneurs like Amazon Delivery Service Partners and Amazon Flex. Amazon Flex crowdsources independent contractors – called Delivery Partners (DPs) – to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced systems, allowing partners to sign in, grab an offer for a time, check out a map of the location, and more.
The Worldwide Flex DP Experience team is looking for a dynamic and experienced Sr. Program Manager to join us and help improve Flex DP experience. The Program Manager must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with analytical abilities, able to communicates both written and verbal, relationship building skills and project management capabilities. This role will lead the scope and help us answer questions, like: how do you improve the experience of hundreds of thousands of DPs through product, and program interventions? What innovations in process and product will solve pain-points impacting thousands of DPs and help them provide a seamless delivery experience? How can we substantiate those pain-points through in-depth deep dives and secure leadership alignment across tech and business? If these types of questions sound interesting, we want to hear from you. This role require defining roadmaps and creating mechanisms to improve DP experience, focusing on launching and maintaining north star metrics to correctly measure Delivery Partner experience at Amazon's delivery stations; and working with BI and global Program, Operations and Business stakeholders to align on DP experience goals across geographies. We listen wherever DPs speak, and leverage data and anecdotes to influence the prioritization, creation, and refinement of products, program, policies and services designed to delight our DPs. This role will build mechanisms and drive discussions to influence stakeholders and leaders for prioritizing initiatives and invest efforts on the most important DP pain-points via correct reporting and analysis of feedback information. This role will also be responsible for driving business reviews at senior leadership levels. Stakeholder management is a substantial element of the role and daily bandwidth. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the DP to provide high-performance solutions.
Key job responsibilities
* Define worldwide strategy and launch plan for the northstar metric focussed on improving Delivery Stations experience WW for ensuring we are able to drive material improvements in DP sentiments. You will be responsible for structuring findings into business cases that supports the project plan, justify investment needs and defines the next steps.
* Leveraging various deep dives, influence program, product and tech teams to prioritize defect closures on top DP pain-points experienced at Delivery Stations.
* Work closely with Science, Tech and BIE teams to bring innovative automations based on cutting edge technologies to scale Stations defect categorization.
* You will be required to have clear, precise, and regular communication with all stakeholders. This includes ongoing project/program status reports as well as capturing requirements.
* You will monitor project execution and ensure that the project delivery is to the appropriate levels of quality and in line with its target date, ensuring the overall integrity within the program
* Responsible for generating and presenting WBRs (Weekly Business Reviews) and MBRs (Monthly Business Reviews)
People should be willing to work in rotational shifts
- 7+ 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
- Experience in complex problem solving, and working in a tight schedule environment
- Experience working cross functionally with tech and non-tech teams
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally.