DESCRIPTION

When you attract people who have the DNA of pioneers and the DNA of explorers, you build a company of like-minded people who want to invent. And that’s what they think about when they get up in the morning: how are we going to work backwards from customers and build a great service or a great product” – Jeff Bezos. Amazon.com’s success is built on a foundation of customer obsession.

Have you ever thought about what it takes to successfully deliver millions of packages to Amazon customers seamlessly every day like clock work? In order to make that happen, behind those millions of packages, billions of decisions get made by machines and humans. What is the accuracy of the customer provided address? Do we know exact location of the address on a Map? Is there a safe place to leave the package at? Can we make an unattended delivery? Would a signature be required? Is the address a commercial property? Do we know open business hours of the address? What if customer is not home? Is there an alternate delivery address? Does the customer have any special delivery preference? What are the other addresses that also have packages to be delivered on the same day? Are we optimizing the delivery associate’s route? Does the delivery associate know the locality well enough? Is there an access code to get inside the building? And the list simply goes on. At the core of it all is the underlying data that can help make those decisions in time. The Last Mile Analytics and Quality (LMAQ) team capitalizes on Amazon’s scale, speed, and ability to invent and simplify to accelerate the data flywheel and curate fresh and authoritative geospatial datasets to improve customer delivery experience. We work closely with tech and science teams on multiple initiatives to automate processes to operate at scale across all regions.

Amazon is seeking an experienced leader to drive operations related to Maps and Navigation. As a Sr. Operations Manager with the Last Mile Analytics and Quality (LMAQ) Maps team, you will run manual operations for fixing and deep diving defects related to Maps and Routing managing large teams (700+ member teams). You will partner with program, product, technology and science teams to improve the data quality and tooling and identify strategic long term solutions to improve customer delivery experience. As an operations manager you will focus on improving operational efficiencies and people processes. As a key member of the LMAQ org, you will continually raise the bar on innovation for great customer and delivery experience. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with program, product, technology and sciences teams to define operational processes and build innovative and delightful experiences for customers. You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive operational efficiencies at Amazon speed. You will set the tempo for defect reduction through continuous improvement and drive accountability across multiple business units in order to deliver large scale high visibility/ high impact projects. Excellent communication and writing skills and executive presence to get in front of VPs and SVPs across Amazon will be imperative. You will need to work in a high pace environment with pressing timelines. The successful candidate will be able to:
• Effectively manage customer expectations and resolve conflicts that balance client and company needs.
• Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.
• Develop process to effectively maintain and disseminate project information to stakeholders.
• Be successful in a delivery focused environment and determine the right processes to innovate on behalf of customers.
• This opportunity requires excellent technical, problem solving, and communication skills. The candidate is not just a policy maker/spokesperson but drives to get things done.
• Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.
• Partner with key stakeholders to develop the vision and strategy for customer experience on our platforms. Influence product roadmaps based on this strategy to identify medium and long term goals.
• With the business growing rapidly, this leader will not have the luxury of having a tunnel-vision for any one area; rather, this individual will need to exhibit excellent judgment on how to prioritize between competing priorities.
• Serve as a role model for Amazon Leadership Principles inside and outside the organization.
• Actively seek to implement and distribute best practices across teams.

Key job responsibilities
• Work on Strategic Initiatives for Maps and Navigation with Geo Spatial program, product, tech, sciences and operations teams.
• Define, own and drive critical business decisions spanning multiple teams and stakeholders.
• Collaborate with program, product, tech and sciences teams within the Last Mile Technology to drive global programs and systems improvements and reduce customer defects.

BASIC QUALIFICATIONS

– 7+ years of team management experience
– Experience defining operations requirements and using data and metrics to determine improvements
– Experience delivering cross functional projects
– 7+ years of operations management experience
– Experience using data and metrics to drive improvements

PREFERRED QUALIFICATIONS

– Experience implementing repeatable processes and driving automation or standardization
– Experience managing large manual teams as a manager of manager
– Experience managing, analyzing and communicating results to senior leadership
– Experience in managing and improving tooling and process automation