Want to be a program leader who delivers new initiatives at scale to make our communities safer? Are you looking for a role with high impact and high visibility? We are looking for a motivated, data-oriented self-starter to join as a Sr. Program Manager on the Delivery Service Partner (DSP) Accountability team!
In this role, you'll take end-to-end ownership for programs that improve safety for delivery associates and the communities they serve. We seek a leader who can set priorities, communicate effectively, and consistently deliver results across diverse cross-functional teams at massive scale. Having the ability to solve complex business problems with simple, customer-obsessed solutions is a key skill-set in this role.
We are looking for someone who can own an end-to-end program space, including customer research, design/ideation, stakeholder and leadership alignment, influencing partner team roadmaps, development of KPIs, and overseeing excellent execution.
You will be successful in this role if you can manage multiple competing priorities, often with urgent deadlines, and deliver at speed while developing a long-term strategy. You will need to be a proven program leader and communicator, with the ability to apply analytical skills to problem solving.
Key job responsibilities:
• Lead improvements in efficiency, experience, and expansion of DSP compliance processes, including coaching and corrective action plan (CAP) mechanisms.
• Support the launch and ongoing maintenance of a unified case workflow in Salesforce for compliance operations.
• Establish accountability mechanisms to ensure adherence to SLAs for questions, disputes, and cure evidence.
• Analyze data and customer feedback to identify and solve complex problems in DSP compliance.
• Create and deliver a long-term roadmap for tech enhancements in partnership with multiple teams.
• Define and document business requirements and program design for new launches and process improvements.
• Create new metrics to measure program performance and define success for compliance initiatives.
• Clearly communicate, both verbally and in writing, to drive buy-in and adoption across diverse stakeholders, including executives.
• Manage business risks and create novel solutions by balancing tradeoffs in a highly ambiguous space.
• Oversee shared service team members executing manual compliance processes.
• Lead voice of customer initiatives for compliance processes, including structured feedback programs and focused discussion groups.
• Support DSP knowledge development and engagement through various channels, including Ignite Digital Community.
A day in the life:
In this role, the Sr. Program Manager will lead program development to improve compliance processes for DSPs. You will spend time gathering feedback from DSPs through structured programs and analyzing data to gain insights into complex compliance issues. You'll use these insights to develop short- and long-term solutions, working closely with partner teams and leveraging Amazon Last Mile technology. A significant part of your day will involve managing the BOC and CAP processes, ensuring adherence to SLAs, and overseeing the work of shared service team members. You'll write documents to gain buy-in and present to senior leadership for approval. Then, you'll develop business requirements, success metrics, and manage end-to-end delivery of compliance initiatives. You'll also engage in regular stakeholder management, both internally and with DSPs, to maintain strong relationships and address concerns proactively.
About the team
Our team is responsible for designing and maintaining products and programs with safety impact at massive scale. We love combining data with customer feedback to design permanent solutions to challenging problems. We work across multiple partner teams with functions ranging from tech development to communications. We take great pride in our vision to build the world's safest transportation network.- 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 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 an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
