At Amazon, we’re working to be the most customer-centric company on earth. A customer experience that we’re constantly evolving is how we fulfill and deliver customers’ orders. Our goal is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. We are doing so by pioneering new products and services in the last mile space, including the Delivery Service Partner (DSP) program. Since the program launched in 2018, 2,500+ DSPs have built their own businesses with Amazon, creating 275,000+ jobs and delivering over a billion packages to customers around the world. Customers’ delivery needs will vary depending on where they live, what they’ve ordered, and other factors – and the services provided by DSPs can vary to meet those needs. As we launch new service types, it is important that we evolve the program, internal processes, and key success metrics to ensure an exceptional experience for customers and DSPs. The Offer Evolution team within the North America (NA) DSP organization is responsible for delivering parity across service type variations and geographies. We are seeking a Sr. Program Manager who will be responsible for identifying and delivering high-impact solutions to meet specific service type and geographic nuances.
The Sr. Program Manager will own a specific service type variation (e.g., specialized delivery services) and/or geography (e.g., Canada) and work cross-functionally to define and execute a roadmap that improves delivery quality and the DSP experience. In addition to strategy development and execution of program, coaching, and offer enhancements, the person in this role will create, optimize, and drive adoption of critical mechanisms that ensure their program(s) will be successful in the long-term. He or she will proactively deliver business and senior leader reviews, aligning teams toward coherent strategies that move the needle on quality, speed, and cost. This will be a highly visible role, meaning that the optimal candidate will be adept at building consensus and able to represent, verbally and in writing, complex decisions, trade-offs, and potential solutions clearly to senior leadership. A strong candidate will be able to dive deep, identify root causes, and move between strategy and execution on a daily basis. He or she will have a proven track record in taking end-to-end ownership and successfully delivering results in a fast-paced business environment.
Key job responsibilities
- Define and execute a roadmap that improves delivery quality, parity, and the DSP experience
- Build scalable mechanisms that ensure long-term program success
- Own end-to-end execution of program, coaching, and offer enhancements
- Analyze complex business data, generate actionable insights, drive cross-functional solutions, and report progress to senior leadership
About the team
At Amazon Logistics (AMZL), our goal is to provide customers with an incredible package delivery experience through the last mile of the order. To achieve this goal, we partner with a network of small independent delivery businesses and the independent contractor community to deliver customer orders. Utilizing continuous improvement initiatives and creative thinking, our Delivery Station teams ensure that millions of packages reach their final destination as efficiently as possible.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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 $59,300/year in our lowest geographic market up to $142,800/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. Applicants should apply via our internal or external career site.