Senior Program Manager, Amazon Flex SSD BOSS

At Amazon, we're working to be the most Customer-centric company on earth. One Customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our Customers by ensuring that their orders, no matter how large or small are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new products and services in the last mile delivery space. We are doing this by building a world class last mile operation, significantly complimented by 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. This role affords an opportunity to work on the cutting edge of innovation, while directly contributing to driving an improved experience for Amazon Customers and Delivery Partners.

This role affords an opportunity to work on the cutting edge of innovation, while directly contributing to driving an improved experience for Amazon Customers and Delivery Partners. As a Senior Program Manager for NA Flex Business Optimization, Strategy, and Scaling (B.O.S.S.) – Sub Same Day Team, you will own strategy and initiatives around improving areas such as cost, quality, Delivery Partner experience and expansion. You will be responsible for establishing scalable mechanisms to ensure you drive the business forward. This role requires a high level of writing, judgement, influence and ownership. You will lead with data to persuade others, and own and develop strategic partnerships with internal and external stakeholders.

To achieve your goals, you will work with functions that cut across the organization, including technology, operations and marketing. You will relentlessly focus on continuous improvement, diving deep into processes and issues to uncover the root cause, and systematically fixing underlying defects to prevent the recurrence of similar process defects. This opportunity requires excellent troubleshooting, root cause identification, problem-solving, an analytical approach and the ability to succeed in a fast-paced environment. Your goals must be balanced with the needs of the business and take key operational metrics, such as cost and quality into consideration. Effective stakeholder management skills are needed, in order to effectively balance these competing priorities and deliver effective solutions on behalf of Amazon Customers and Delivery Partners.

Key job responsibilities
- Own the long-term roadmap for improving business results.
- Tactically drive teams both inside and outside of your organization to deliver on your roadmap.
- Develop and utilize data inputs and KPI’s in advanced analyses to inform operational adjustments and long-term technical solutions.
- Leveraging data insights, influence program, product and tech teams to prioritize defect closures on your most impactful problem statements.
- Work closely with finance, marketing, capacity management, data science, engineering and program management on process improvement and launch initiatives.
- Define and create processes that will scale to meet growing business demands.
- Effectively influence stakeholders through collaboration and effective prioritization.
- Make difficult resource trade-offs and align Director-level and VP-level leadership on inputs, outputs and priorities.
- Own key performance indicators for cost, quality, Delivery Partner experience and capacity, while working closely with the business to understand day-to-day opportunities and pain points in order to implement short-term and long-term solves.
- Manage the full lifecycle of complex cross-functional programs with considerable impact across multiple organizations, ensuring programs are executed at a high-quality level and on-time.
- Clearly and precisely communicate with stakeholders on program requirements and status updates.
- Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations and process enhancement requirements.

A day in the life
- Interface between internal and external program, product and tech teams.
- Build collaborative relationships to identify and execute high quality changes.
- Solve complex problems in real-time.
- Conduct root cause analyses to uncover high impact problem statements to solve.
- Influence stakeholders towards achieving the broader program timelines.
- Advocate for driving parity for the new initiatives across North America Flex.
- Own and drive internal program initiatives independently.
- Periodically communicate program status to leaders and stakeholders, and escalate issues whenever required.
- Own regular business-reviews with leadership and operational teams, assessing ongoing performance against program goals.