Description

Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world class support for these new customer segments. To achieve our mission SDS is seeking a Senior Operations Program Manager to support our Safety and Incidents (S&I) space. This is an opportunity for you to build best in class customer service for our most critical contacts from Amazon customers!

In this role, you will have the opportunity to set program vision and direction by assessing opportunities and strategically driving process improvement. You will work across multiple customer segments and Amazon businesses while maintaining a relentless high bar for operational execution in incident/crisis management. You will work closely with product managers, support teams, finance, legal, public relations, senior leaders and regional operations teams across multiple Amazon organizations while driving complex projects.

*This role can be based out of any of the following U.S. corporate offices: Nashville, Seattle, or Austin

Key job responsibilities

• Obsess over the safety and experience of our drivers and customers

• Own and champion complex cross-departmental initiatives and create cross-function project plans that ensure support models are in place for incident resolution across SDS

• Meet ambitious deadlines and deliver high-quality work on schedule

• Develop expertise in internal systems, departments, policies, and procedures

• Dive deep into operations data, processes, and systems to develop innovative solutions

• Build support mechanisms for complex SDS customer issues that scale with the business’ growth in volume, complexity, and global geographic dispersion

• Ensure SDS support models are meeting the need of customers, business teams and SDS associates

• Manage ambiguity, work autonomously, and multi-task in an agile environment

• Review performance and VoC insights and engage stakeholders to root cause and resolve defects in the customer experience

• Analyze and improve strategies and procedures

• Exemplify excellent judgement, discretion, and composure when interacting with Senior Leaders and stakeholders

• Support the business strategy, in close collaboration with stakeholders, to achieve priorities, goals, and measures of success

A day in the life

• Manage ongoing process improvement projects as outlined by stakeholders, managers, or self-identified

• Assist with adjudication and unblocking of individual investigations

• Deep dive project effectiveness, defects, and E2E investigations and report out on findings

• Attend both pre-planned and adhoc meetings ranging from program strategy, project status, and individual incident response topics

About the team

The SDS org vision is to ensure successful deliveries for Amazon customers and shippers by supporting customers, drivers, shippers, community members and Delivery Service Partners (DSP), making it one of the most critical spaces for Amazon's transportation network. SDS provides value by combining expertise in Amazon transportation services with the scale and support infrastructure of Customer Service to enable successful deliveries and gather intelligence to prevent future delivery problems. SDS directly supports and influences Amazon' expanding logistics products and services by providing world-class support.

Developed in 2021, the S&I team particularly focuses how contacts from this business related to unsafe situations or incidents that have occurred are handled.

We are open to hiring candidates to work out of one of the following locations:

Austin, TX, USA | Nashville, TN, USA | Seattle, WA, 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

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 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.