DSL Sr Program Manager, Shipping & Delivery Support_

Seattle

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 Delivery Station Liaison (DSL) space. This is an opportunity for you to build best in class customer service for Amazon Logistics!

In this role, you will have the opportunity to set program vision and direction by assessing opportunities and strategically driving process improvement. You will create and implement project plans to establish support operations that deliver the optimal customer experience.

You will work across multiple customer segments and Amazon businesses while maintaining a relentless high bar for operational execution. You will work closely with product managers, support teams, finance, legal, 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

- Own process improvement and new process definition in alignment with business policy and program strategy

- 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

- Own new support use case process scoping and implementation

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

- 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, or escalations

- Lead focus groups, round-tables and Kaizen events to collect feedback from internal customers

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.

The DSL team provides localized CS support to package recipients, drivers and Amazon Logistics personnel WW.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

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

- 2+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience

- Bachelor's degree

Preferred Qualifications

- 3+ 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 mazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/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 boutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.