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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 Delivery Service Partner (DSP) 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.

We are looking for a Senior Program Manager for the DSP Quality and Experience team in Last Mile. This team works backwards from DSP performance and strategy to the Business Coach interaction and designs optimal tools and insights for Business Coaches to help DSPs improve at scale. This person will deliver improved DSP quality and experiences through the creation of new programs, reporting mechanisms, deep performance analysis, and cross-functional partnerships with existing product and program teams. What operational improvements can help DSPs run efficient organizations? What challenges do DSPs experience with our programs and products? How do DSPs effectively manage their costs? How do we scale these solutions across thousands of DSPs, hundreds of stations, and dozens of Business Coaches?

Job Responsibilities:

- Partner with cross functional stakeholders to drive a culture of consistent improvement

- Identify, develop and improve strategies for the DSP onboarding and training process

- Provide reports, insights, and recommendations to leaders of DSP programs & products as well as overall Last Mile leadership to drive increased effectiveness for our DSP partners

- Collaborate on decision-making, building trusting relationships centered on our DSPs and customers

This role will involve working flexible with hours and travel (approximately 15%-30% on average depending on business projects).

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 driving process improvements experience

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.