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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 defect prevention programs including delivery quality improvement through incentives, continuous improvement, diving deep into processes, 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, 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.
- Maintain program quality and exceptional customer experiences.
- Help build reporting mechanisms, identify opportunities, establish mitigation processes, respond to executive escalations, 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 and process enhancement requirements.
- Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.
- Partner with customers, internal/external teams, and program and tech teams to determine what projects move forward and in what priority order.
- Oversee gaps between teams, processes and systems, help teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, security not considered, insufficient stakeholder review, etc.).
- Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
- 10% travel
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
- Experience defining and executing program requirements
- Experience implementing repeatable processes and driving automation or standardization
- Experience working cross functionally with tech and non-tech teams
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
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
- Knowledge of general AI tools
- Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.