Sr Program Manager - VoD LC, FLEX VOD Listening Channels
At Amazon we are building a world class Last Mile Supply Chain, significantly complimented by Amazon Flex. Amazon Flex works directly with independent contractors, called Delivery Partners (DPs), and delivers smiles to millions of Customers. With Amazon Flex, DPs act as their own boss. They can build their own schedule and choose from different types of opportunities (advance offers, instant offers), all while making great earnings. Amazon Flex is powered by a mobile app that works in concert with our advanced systems, allowing partners to sign in, grab an offer for a time, check out a map of the location, and more.
We are a Worldwide Flex DP Experience team with a vision to improve the experience of DPs and make their journey friction-less. Flex DP Experience team is looking for a creative, dynamic and experienced Sr. Program Manager to join us and help improve DP experience. A successful Program Manager must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical abilities, very strong communication skills both written and verbal, relationship building skills and superb project management capabilities. A person joining this role must be able to communicate program progress very crisply in various business reviews.
This Program Manager will lead the scope and help us answer questions, like: how do you improve the experience of hundreds of thousands DPs through product, and program interventions What innovative products, and strategies will help solve their pain points How to substantiate those pain-points through in-depth dive deep and secure leadership alignment If these types of questions sound interesting, we want to hear from you.
Key job responsibilities
Partner with VOD-LC head to draw and implement Comprehensive Strategy for future LC roadmap.
. Establish robust and scalable Escalation mechanism.
. Collaborate with RI and DPx teams to understand LC team's synergy with larger VOD team and invent and simplify processes.
Responsible for generating and creating WBR (Weekly Business Reviews) and MBR (Monthly Business Review) related to WW escalations
. Drive continuous improvement in generating insights, leadership engagement and manage escalations
Leveraging various dive deeps, prioritize actions to improve DP satisfaction, engagement and commitment to FLEX program
. Lead and deliver innovative product/operational initiatives to drive step changes in DP experience and remove DP pain points and barriers
. Write business documents/reviews and ensure clear communication across multiple stakeholders.
. Directly influence and collaborate with WW product and technology teams
. Own the operational performance and all metrics/KPIs for DP satisfaction with other organizations in Amazon
Analyze and solve business problems at their root, stepping back to understand the broader context
A day in the life
Focus areas for this role include:
The Amazon Flex- Voice of Driver, Listening Channel (VoD - LC) team is seeking a highly skilled and motivated Program manager to lead day-to-day management and execution of Amazon Flex related Social Media and Station feedback escalations. In this role, the individual will work on WW escalations Social media and other popular feedback channels to focus eliminate Flex Delivery Partner (DP) issues and defects by proactively identifying trends in all established listening channels across the globe, gathering insights on DP sentiment in Social media, sharing and closing feedback loops with partner teams, and streamlining support through optimal channels. The individual in this role will be a strategic partner, collaborating with business teams within and outside Amazon Flex to clarify DP specific pain points and establish sustainable investigation and dispute mechanisms.
This role will also manage the relationship with different stakeholders such as Tech, product management, operations, marketing and Shipping and Delivery Support (SDS) in the Amazon Flex organization to deliver positive Driver experience for Amazon Flex DPs.
S/he will partner with Research and Insights (RI) and Delivery Partner Experience (DPx) teams under VOD to identify future needs of DP feedback gathering, establishing any new feedback channels or establishing right matrices to measure program success.
The ideal candidate is highly analytical, resourceful, customer-focused and team oriented, with clear communication skills and the ability to build relationships with key stakeholders. S/He is highly autonomous, taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
About the team
As a part of Amazon Flex, Voice of Driver - Listening channel identifies the pain-points provided by drivers (World-Wide) by being eyes and ears throughout different in-take channels. These pain-points are identified, analyzed and escalated to concerned stakeholders to engage for resolution. By providing this feedback, we try and make sure driver delivery experience is maintained and improved at every point possible
5+ years of experience in program or project management
. Experience using data and metrics to drive improvements
. Experience owning program strategy, end to end delivery, and communicating results to senior leadership
.3+ years experience with program management
MBA and/or business consulting
. Well versed in Excel
. Strong problem solving skills, project management skills, attention to detail, and exceptional organizational skills
Ability to deal with ambiguity and competing objectives in a fast paced environment
. Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence
. Outstanding analytical skills. Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations.
. Demonstrated ability to analyze and solve ambiguous and highly complex problems, thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-offs and evaluate new opportunities.
. Strong verbal and written communication
.Ability to write succinct and compelling written business proposals and recommendations for senior Director/VP audiences
. Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally
. Experience working in a challenging, fast-paced and high performance environment