DESCRIPTION

Amazon’s Last Mile Analytics & Quality team is looking for an enthusiastic, customer obsessed Program Manager to manage projects, implement and improve metrics, work in collaboration with Amazon’s technology, product, business and operations teams to create solutions for our internal and external customers.
To be successful in this role, you need a passion for making data driven decisions which will have direct impact on the customer experience. Some keys to your success are the ability to be an effective communicator to various audiences. The ability to remain flexible and adept to learning new tools and systems is instrumental your role on the team. Our environment is deadline driven, fast paced and requires you to be detail-oriented and comfortable interacting or working with multiple teams (business and technical).
The ideal candidate has a background of running large, cross-functional projects. The candidate is as comfortable working on high-level strategy and design, as they are rolling-up their sleeves and working on implementation. They have demonstrated the ability to build customized logistics solutions, drive process improvement, standardize procedures and eliminate the root cause of defects within current systems. This job will require strong communication skills while having the ability to work independently in a high pressure, and often ambiguous, work environment. Candidate must be flexible with hours and travel. Passion and drive for customer service is a must. The candidate must be able to accurately prioritize projects, make sound judgments, work to improve the customer experience, and get the right things done.

Key job responsibilities
Define success criteria for programs and audits processes and create/ drive right metrics to track and influence program health

Collaborate with multiple teams as a subject matter expert in Transportation and logistics domain and develop solutions that utilize the highest standards of analytical rigor, data integrity and solves problem for the long term

Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations

Develop and monitor program metrics to identify potential issues in last mile deliveries.

Setup mechanisms in the team to uncover insights and patterns of defects that will help us build initiatives to reduce defects at scale

Ability to pull data and perform deep-dives and root-cause analysis as needed.

Lead initiatives to identify and eliminate root causes of defects in order to reduce defects and improve the delivery experience for Amazon customers.

Excellent communication, both verbal and written to regularly provide business updates during daily/weekly/quarterly reviews.

Communicate with stakeholders to share regular updates, resolve blockers and deliver programs/initiatives on time.

Work within various time constraints to meet critical business needs, while measuring and identifying activities performed and ensuring service requirements are met.

Must be able to systematically escalate problems or variance in the operating plan to the relevant owners and teams and follow through on the resolutions to ensure they are delivered.

About the team
The Last Mile Analytics & Quality (LMAQ) team is part of the Last Mile Tech team and works on improving geospatial data, route quality, and support the driver lifecycle programs. We run programs to identify and reduce defects through manual audits, and leverage data and anecdotes to identify opportunities and closely collaborate with Tech, Science and Product teams to improve our products at scale.

BASIC QUALIFICATIONS

– 3+ years of program or project management experience
– 3+ years of working cross functionally with tech and non-tech teams experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Bachelor’s degree
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules
– MBA degree from a Tier-1 Business School