Sr. Program Manager, Flex Service Level Standards (SLS)
DESCRIPTION
At Amazon, we're looking for a Sr. Program Manager for Amazon Flex. Amazon Flex works directly with independent contractors – called delivery partners – to make 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 logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more.
The Sr. Program Manager will be responsible for establishing scalable mechanisms to lead delivery partner anecdote inquiries from start to finish. You will relentlessly focus on continuous improvement, diving deep into issues to uncover the root cause and systematically escalate to fix underlying defects to prevent the recurrence of a similar escalation globally. This opportunity requires excellent troubleshooting, root cause identification, problem-solving, analytical approach and logical reasoning, succinct narrative writing and the ability to succeed in a fast-paced environment. An ideal candidate for this role should have proven expertise collaborating cross-functionally, building scalable mechanisms and communicating to senior stakeholders, including Legal, Directors and VPs.
Key job responsibilities
- Manage Service Level Standards (SLS) for one of the programs we support.
- Development of the overall program strategy and scalable mechanisms, tactically driving teams in and outside of your organization to deliver.
- Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics.
- Identify root causes and recognize trends through customer and delivery partner contacts in order to solve ambiguous problems and proactively mitigate risk (before they become roadblocks).
- Ability to overcome obstacles and influence stakeholders to design and implement solutions to improve customer experience.
- Actively follow up on action items stemming from executive summaries by measuring the effectiveness of the implemented solution to ensure the customer experience is improved.
- Write and create executive level summaries for Legal, Director and VP stakeholders.
- Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
- Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions.
- Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.
- Partner with customers, internal/external teams, and engineering teams to determine what projects move forward and in what priority order.
- Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from third-party solutions, security not considered, insufficient stakeholder review, etc.).
- Work with program managers, business leaders and executive team to communicate and impact critical business initiatives.
- Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects.
- Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers.
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
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.