Manager, Program Management - Shipper and Recipient Experience, Amazon Shipping
Amazon is looking for a motivated individual for the profile of Manager, Program Management to lead the experience charter for its Amazon Shipping team.
In this role, you will:
1. Define, design, launch and manage new products and programs for improving the Shipper and recipient experience within the Amazon shipping program
2. Gather requirements and conceptualize solutions to solve a business and shipper problem and work with key stake holders across various functions to define and launch the product/program.
3. Setup mechanisms to prevent operational misses and identify opportunities for improvement. Work with Operations, NL, ACES to reduce rejects, fake scans and losses in the network.
4. Be a single threaded owner to track shipper performance, identify good/bad actors and build mechanisms to improve shipper performance.
5. Own specific cost lines in the P&L and work on reducing the cost.
6. Drive speed improvement and other strategic initiatives.
7. Reduce shipper and recipient contacts and improve support and quality of support.
8. Monitor key metrics on the program and work with all involved stakeholder teams to drive necessary action with field teams, business, finance, sales and leadership teams, to achieve goals.
9. Manage Daily/weekly performance, build mechanisms to detect and drive down defects and work on continuous improvements for all processes.
10. Launch and expand the program as per the business requirements while being responsible for all customer and merchant satisfaction, performance, compliance, accounting and financial related metrics.
11. Continuous Improvements; proactively identify and implement operational enhancements that meet business requirements.
12. Use customer and market feedback, competitive analysis and benchmarking, and business metrics to make informed decisions
About the team
Amazon Shipping (SWA) is a program where we externalize Amazon transportation service to cater to non-amazon volumes from shippers.
This role calls for an individual who can own all aspects of how transportation impacts customer experience, shipper experience and operator experience; manage performance and measure, determine, then drive, any initiatives necessary to improve it. It requires an individual to showcase judgment and decision making skills to balance customer experience with financial impact. This position offers a broad exposure to various business, financial, and technical teams within Amazon.
The successful candidate will be a person who enjoys and excels at dealing with ambiguity and design and define products/programs with little information. He / She will have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead large cross-functional projects.
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
- MBA
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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