Program Manager Driver Experience, Amazon Flex AU

3 months ago

Melbourne, Australia Amazon Full time

DESCRIPTION

At Amazon, we’re building a world class last mile operation, significantly complimented by Amazon Flex. Amazon Flex crowdsources independent contractors – called Delivery Partners (DPs) – to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. 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.

The Flex Australia team is looking for a dynamic and experienced Program Manager to join us and help improve the 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, relationship building skills, and stellar project management capabilities. To be successful, you must also have very strong communication skills, both written and verbal, as you will own communicating program progress very crisply in various business reviews.

Key job responsibilities
• Contribute to and implement Amazon Flex Australia DP experience strategy, roadmap and operational plans.
• Leveraging various deep dives, prioritize actions to improve DP satisfaction and engagement. You will be responsible for structuring the findings into a business case that supports the project plan and defines the next steps.
• Implement innovative product/operational initiatives to drive step changes in DP experience and remove DP pain points and barriers
• Collaborate with WW driver experience, product, and technology teams
• Own the operational performance and key metrics/KPIs for DP satisfaction with other organizations in Amazon
• You will be required to have clear, precise, and regular communication with all stakeholders. This includes ongoing project/program status reports as well as capturing requirements.
• You will retrieve and analyze data and insights to solve business problems at their root, stepping back to understand the broader context
• You will monitor project execution and ensure that the project delivery is to the appropriate levels of quality and in line with its target date, ensuring the overall integrity within the program

A day in the life
This Program Manager will help us answer questions like: how do you improve the experience of tens of thousands of DPs through product, and program interventions? What innovative products and strategies will help solve their pain points? How can we substantiate those pain-points through quantitative deep dives and secure leadership alignment across tech and business? If these types of questions sound interesting, we want to hear from you.

This role requires formulating strategies driven through in-depth analysis and due diligence considering legal, product, program, public relation, and communication points of view. Few of the changes this role will recommend are irreversible in nature and will impact tens of thousands of DPs, so you will analyze data and insights from various channels to diagnose process issues, identify improvement opportunities, and partner with technology teams to deliver new features or tools. Stakeholder management is a substantial element of the role and daily bandwidth. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customer to provide high-performance solutions.

BASIC QUALIFICATIONS

- Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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, disability, age, or other legally protected attributes.

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