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Basic Qualifications

• Passionate about the customer, whose experience with Amazon depends on us.
• Bachelor’s degree
• 4+ years’ experience in Operations, Management or Customer Service
• Knowledge of customer service operations and processes (Capacity, Quality Control, Utilization and CX)
• Experience managing operations and projects remotely
• Demonstrated experience and proficiency in effective written and verbal communication
• Cross-functional Program and Project management experience
• Experience using, designing, rolling out, and communicating performance metrics
• Candidates must accommodate the flexible works hours required to engage global stakeholders
• Ability to travel both domestically and internationally – up to 20%

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 create world class support for these new customer segments. To achieve our mission SDS is seeking a Senior Operations Program Manager to lead global operational launches and monitor the customer experience post-launch. This is an opportunity for you to build best in class customer service for a new and rapidly expanding group of Amazon customers!

The SDS Operations Program Manager will assess the needs of the customer service required for new transportation products and services, design the support model as well as create and implement project plans that to establish support operations. This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.

Key job responsibilities

• Dive deep into ongoing operations and create a plan for support launches and SDS integrations.
• Create cross-functional project plans that ensures SDS support models are in place for transportation products, customers and services
• Ensure SDS support models are meeting the need of customers, product teams and SDS associates.
• Review performance and VoC insights and engage stakeholders to root cause and resolve defects in the customer experience
• Develop and manage the execution of end-to-end business strategies and decisions based on detailed data cost/benefit analysis of related financial and business data.
• Identify business goals, establish project scope, Key Performance Indicators (KPIs), and provide actionable insights to senior management to drive improvement solutions.
• Oversee in-depth analysis of customer service needs for new transportation products, services, and features

A day in the life

• Manage project and programs from planning to completion by defining functional and technical requirements, specifications and solutions;
• Coordinating efforts to scope, schedule, enhance and deploy new or existing delivery support features; · Creating quality kaizens & process changes, and other Lean initiatives & methodologies to continuously optimize the support experience.

About the team
By way of background, the SDS team vision is to ensure successful deliveries for Amazon customers and shippers by supporting customers, drivers, shippers, and Delivery Service Partners (DSP), making it one of the most critical teams for Amazon's transportation network, and Amazon-US at large. The SDS team provides value by combining expertise in Amazon transportation services with the scale and support infrastructure of Customer Service to enable successful deliveries, gather intelligence to prevent future delivery problems, and prevent unnecessary concessions. The SDS team includes world-class operations and technical teams supported by program management, knowledge management, training, and business intelligence teams. The SDS team directly supports and influences Amazon' expanding logistics products and services by providing world-class support for new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners.

Preferred Qualifications:

• Advanced degree (MS, MA, MBA)
• Program and Project Management proficiency across multi-site locations
• Process improvement experience via DMAIC, Six Sigma, Kaizens and use of LEAN tools
• PMP Training and Certification
• Certifications or experience in Six Sigma Projects with implementation and mentorship
• Strong change management and influence skills; ability to negotiate and communicate across all levels of the organization.
• Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change.
• Demonstrated skills leading and influencing global business partners.
• Proven ability to influence others without having positional authority
• Ability to Deep Dive into data, processes, and systems and develop innovative ideas for process challenges

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).