Sr. Program Manager, Flex 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 ensure world-class evaluation processes for delivery partners. You will relentlessly focus on continuous improvement, diving deep into processes and issues to uncover the root cause and systematically fix underlying defects to prevent the recurrence of similar process defects. This opportunity requires excellent troubleshooting, root cause identification, problem-solving, an analytical approach and logical reasoning, 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.
• Help build and scale SLS change management mechanisms, identify opportunities, establish mitigation processes, and work with cross-functional partners to communicate issues and progress.
• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
• Development of the overall program strategy, 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.
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions.
• 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.).
• Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
• Work with 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
A day in the life
• Review Program metrics on a weekly basis to understand trends.
• Deep dives on metrics for actionable insights and report to leadership.
• Continuously assess program effectiveness and deploys short and long term measures to fix gaps and enhance overall impact of program on Delivery quality.
• Identify solutions that need programmatic and product interventions and partners with WW stakeholders to effectively manage program deliverables.
• Consistently share program updates with Sr. leaders through program Flash and XBRs.
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors and reasons behind leadership decisions.
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