Senior PM, Partner Experience, Hub Delivery id-18325
Description
At Amazon, we are working to be the most Customer-centric company on earth. A customer experience that we are constantly looking to take to a new level is how we fulfill and deliver customers' orders. We are doing so by building a world class last mile operation capable of exceeding the expectations of our customers by ensuring that their orders are delivered as quickly, accurately, and cost effectively as possible.
The Hub Delivery product allows local small businesses to partner with Amazon to provide flexible and cost-effective delivery service to delight customers globally. This is an emerging Amazon Logistics (AMZL) delivery channel, and is on an exponential growth trajectory globally.
Amazon is seeking an exceptional leader who will be part of a start-up group that’s defining and building cutting-edge products and services capabilities supporting Amazon’s current and future last mile initiatives. The role will use customer, operations and technology insights to identify customer needs, and build the product that delights our partner and end-customers. The role will identify non-linear product opportunities in a cross-functional environment (design, ops, finance, legal, tax) and define customer and product success criteria. This role would go on to drive the development and launch of the product with technology teams and would often make experience/ops/tech trade-offs throughout the process. This will be a high visibility role, meaning that the optimal candidate will be comfortable driving critical business decisions in fast paced, and often ambiguous environment.
A successful candidate will be customer focused, highly analytical, resourceful, a big thinker, a strong writer, and able to operate at all levels of the organization.
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Key job responsibilities
- Identify areas for improvement in on road and off road experience from Partner feedback and data.
- Develop a keen understanding of the experience of Delivery Associates, combining data with anecdotes to develop perspective at the forefront of program/product development.
- Develop programs and think big to continuously deliver improvements WW to provide outstanding experience to our Hub Partners.
- Cross-Functional Collaboration: Build collaborative, influential internal and external relationships with Product, Program, Field teams and other critical stakeholders to gather information, set action plans, and monitor stakeholder execution to improve the Hub Partner experience and program executions.
- Be a voice in the room for program and process development in the wider org that may affect Hub Partner experience.
- Develop Scalable Engagement & Recognition Programs: Define core strategy to develop an engaged culture that connects Hub Partners with Amazon.
- Develop and prioritize roadmap for launching engagement and reward/recognition programs; build and execute these programs at scale.
- Communication: Create and own recurring communications to business leaders and key stakeholders on core programs and opportunities to improve Partner engagement, satisfaction, and retention.
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
- Bachelor’s Degree in Business, Engineering, Operations, Supply Chain, Transportation Logistics, or related field
- Experience owning end-to-end long-term strategic planning or capacity planning initiatives
- 5+ 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
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Preferred Qualifications
- 5+ years of driving process improvements experience
- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience of Six Sigma/Lean analytical techniques
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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 https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
