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Description

At Amazon, we're working to be the most customer-centric company on earth -- including how we fulfill and deliver customer orders. The goal of Amazon’s Service Partner (DSP) Management Team 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. To meet this goal, Amazon is continually striving to innovate and provide best in class experience through the introduction of pioneering new products and services in the last mile space. Come join the team and help us make history! We are looking for a dynamic and organized self-starter to join as a Sr. Program Manager for the Last Mile team to manage Service Level Standards (SLS) Performance. This person will own delivery performance products and mechanisms that delivery service partners (DSPs) use to manage their operations. This person will obsess about accountability mechanisms and data accuracy. They will build a roadmap to for the programs or metrics they manage, create closed loop mechanisms, and reduce defects. They will influence product and engineering roadmaps, ground-truth metrics from the data source to the field, and reduce bad actor behavior. This role will develop a strategy to data quality and expand our measurable and accountability signals. They will investigate customer anecdotes, keeping a shape eye where experience does not match the data. We are seeking bar-raising candidates who are able to: - Understand the complexity of our metrics, deep dive data, and work with engineering and product teams to troubleshoot and resolve issues - Map signals to ground-truth of the behaviors that drivers engage in while on route. - Overcome obstacles and work across teams to deliver high quality deliverables on-time. Balance when to dive deep and when to move forward with limited information. - Understand complex use-cases, connect the dots between various processes and systems, and invent to create solutions that are easy to understand and scale - Identify, develop and enhance performance products that will improve the safety, quality, and speed of customers’ shipments - Develop effective scaling mechanisms, influence the roadmap and make difficult trade-offs on prioritization where their decisions will have multi-year impact - Operate and deliver in a fast-paced environment Role may require to travel up to 10% with US

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 working cross functionally with tech and non-tech teams

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

• Experience in complex problem solving, and working in a tight schedule environment

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.