We are seeking a skilled Senior Project Manager to lead our Services Global Benchmarking initiatives within the AMXL division. This role presents a unique opportunity to drive strategic improvements in service delivery, operational efficiency, and customer satisfaction on a global scale. As the Senior Project Manager for Services Global Benchmarking, you will be instrumental in enhancing our service offerings and optimizing operational processes. Through in-depth benchmarking analysis and strategic collaboration, you will identify areas for improvement, formulate actionable insights, and drive initiatives that elevate service quality, efficiency, and customer experience across our global operations. This role specifically encompasses services such as white glove service, removal of old items, installation, and related offerings.
As the Sr. Program Manager driving standardization and innovation globally across our AMXL building types, you will play a pivotal role in shaping the future of our logistics operations. With our AMXL network poised for continued growth, your leadership will be instrumental in cultivating internal talent and steering projects that align with our evolving business needs. You will collaborate extensively with cross-functional teams, including Safety, Finance, Supply Chain, CAPEX, XLFC, XLSC, XLDS, EU Operations, and business stakeholders. You will partner with stakeholders to strategize, develop, and deliver robust and scalable service solutions that optimize our AMXL network’s efficiency, safety, and customer experience. This critical role will spearhead efforts to streamline processes, enhance performance, and foster innovation on a global scale.
Key job responsibilities
Project Leadership:
– Lead and oversee comprehensive global benchmarking projects focused on improving service delivery and operational efficiency within the AMXL division, covering a range of services including white glove service, removal, and installation.
– Collaborate with cross-functional teams to define benchmarking objectives, scope, and key performance indicators (KPIs) relevant to services.
Benchmarking Analysis:
– Identify, gather, and analyze benchmarking data from diverse sources, including industry reports, internal databases, and market research.
– Evaluate our service performance against industry peers, identifying best practices, areas for innovation, and opportunities for improvement in various service offerings.
Strategy Development:
– Transform benchmarking insights into actionable strategies to enhance service quality, operational efficiency, and customer satisfaction.
Implementation and Monitoring:
– Partner closely with service delivery, operations, and quality teams to implement recommended initiatives, monitor progress, and measure outcomes.
– Establish and implement a closed-loop audit mechanism, complete with action plans, to ensure accountability while designing and implementing robust performance metrics for monitoring the impact of implemented strategies on financial performance and cost management.
Reporting and Communication:
– Present clear and impactful reports and presentations to senior leadership, conveying benchmarking findings, strategies, and outcomes.
Knowledge Sharing and Improvement Culture:
– Foster a culture of knowledge sharing, continuous improvement, and innovation across teams.
Travel:
– Willingness to travel internationally as needed, up to 50%.
About the team
Our AMXL network is a cornerstone of our operations, facilitating the seamless delivery of oversized and specialized items to our customers’ doorsteps. Within this network, we have four distinct building types:
1. IXD (Inbound Cross Dock): These hubs play a pivotal role in receiving, sorting, and routing oversized items to the appropriate fulfillment centers, ensuring efficient and timely delivery.
2. FC (Fulfillment Center): These centers are dedicated to the efficient storage, picking, packing, and shipping of large and heavy items, ensuring customer satisfaction through safe and reliable delivery.
3. SC (Sort Center): SCs play a crucial role in sorting and routing items for optimal distribution, enabling the timely movement of products across the AMXL network.
4. DS (Delivery Station): DSs are integral to the final leg of the journey, ensuring that oversized items are dispatched and delivered with the same precision and care that customers have come to expect from us.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Tempe, AZ, USA
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
– 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
– PMP
– Proven experience in benchmarking practices, data collection, analysis, and translating insights into actionable strategies.
– Strong understanding of service delivery principles, operational excellence, and performance metrics.
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.