Are you passionate about improving the customer experience of global products? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating projects across teams and countries sound exciting to you? If so, the Secure Delivery team is looking for a Senior Program Manager to lead secure delivery product performance and expansion to new marketplaces working across teams in retail, last-mile and customer service. The role will also support product development as the voice of the customer. The role will partner closely with the product as well as data science teams to identify inputs, define actions, and improve performance. Secure Delivery is a team within the broader Customer Service (CS) organization focused on successfully delivering high value packages to the customer.
The candidate for this position will possess deep knowledge and expertise in designing and implementing effective programs and mechanisms, and is expected to develop a broad understanding of business and operations across customer service and last mile organization. The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving our goals, and earns trust through broad stakeholder influence. The role drives programs critical to the overall success of the organization and will get exposure to senior leadership across the Customer Service and Last Mile organization.
In this role, you will collaborate with numerous business, product, tech, and data science teams both inside and outside CS to identify, define and specify solutions. You will build collaborative relationships with the business teams, working closely to create and execute a program roadmap. You will prepare and provide regular program updates to senior management. You will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. As a disruptive leader you will stimulate and pioneer innovation and be an active voice and member of the Secure Delivery and Concessions leadership team.
The ideal candidate for this role will:
- Have a passion to optimize and solve for the ideal customer experience
- Be able to define the objective function, resource their own team appropriately and optimize where work flows
- Identify and analyze data to isolate issues, develop solutions and prioritize opportunities
- Have a passion for continuously improving customer (internal and external) and the employee experience
- Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
- Be a problem solver who always thinks about what to do next
- Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment
- Provide direction to the team to execute and ensure mechanisms are implemented to track progress
- Remain flexible to changing priorities, open to new ideas and have selling partner quality as the top focus
- Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, using data and technology to anticipate issues and build solutions to exceed customer expectations.
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 managing stakeholders in cross-functional project experience
- Experience defining program requirements and using data and metrics to determine improvements
- MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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 $92,500/year in our lowest geographic market up to $185,000/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.