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Job description

• 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

Job summary
Shipping & Delivery Support (SDS) provides value by combining expertise in Amazon transportation services with the scale and support infrastructure of Customer Service (WWCS) to ensure successful deliveries, gather intelligence to prevent future delivery problems, and prevent unnecessary concessions. SDS supports recipients (e.g., Amazon customers, shipping recipients) and providers (e.g., drivers, shippers, Delivery Service Partners, etc.) of Amazon Logistics (AMZL) and Global Specialty Fulfillment (GSF) delivery services with a combination of inbound, proactive, and in-station support models with the purpose of ensuring that customers receive deliveries on time and that concessions abuse is minimized. We are a global organization that provides support for multiple marketplaces through an operational network that includes thousands of Customer Service Associates and counting. We leverage technology including automation, self-service, associate tools, and machine learning to both resolve customer issues proactively and when contacts are required we handle them with quality and efficiency.

---Job Description----

This role serves as a global program leader within the SDS Operations organization responsible for creating and leading a program dedicated to building strategy on improving Average Handel Time. Understand various aspects like contact types, tool inefficiencies, process gaps and store level nuances that has a direct impact on handle type. This role would require to work closely with the planning, workflow, finance, and world wide ops teams to build and test solutions and scale them. This role has significant customer, quality and cost impact and thus requires a fine balance between experience (quality metrics) and cost (key metrics, service levels, occupancy, handle time). The initiatives driven by the leader will impact SDS Operations across 20+ countries, 40 sites and 10K+ worldwide associates. The role will own creating and scaling processes for a early stage and rapidly growing organization. This role operates in a highly ambiguous, fast paced environment and works with diverse, globally distributed stakeholders. This role will drive critical programs to make organizational progress on long term scaling strategy for SDS Operations.
The candidate for this position will possess experience designing and implementing effective mechanisms and strong data deep dive ability. S/he is expected to have a broad understanding of SDS operations and should be able to further develop that understanding to scale across the globe. The ideal candidate sees around corners, has high bias for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.
This candidate embraces the fact that we’re consistently evolving parts of our business to keep pace with both customers and other internal teams. They will deep dive current processes and develop future improvements that will have a direct and positive impact to customers’ experiences across the globe. Question norms across our organization and apply your knowledge and experience to drive these improvements. Identify and drive changes to cross-functional capabilities that span teams across Amazon operations.

Key job responsibilities
The candidate for this position will possess experience designing and implementing strategies and effective mechanisms, is expected to have a broad understanding of SDS operations and further develop that understanding to scale across the globe. The ideal candidate sees around corners, is biased for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.

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

Seattle, WA, USA

• 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.