Senior Program Manager, Flex Service Level Standards

2 days ago

Nashville, Tennessee, United States Amazon Full time
About the Role

We are seeking a highly skilled Senior Program Manager to lead our Amazon Flex Service Level Standards program. As a key member of our team, you will be responsible for establishing scalable mechanisms to drive delivery partner inquiries from start to finish.

Key Responsibilities
  • Manage Service Level Standards (SLS) for one of our supported programs.
  • Develop the overall program strategy and scalable mechanisms, driving teams in and outside of your organization to deliver.
  • Define the program mission, vision, and tenets, set objectives, analyze data, and drive improvements quantified with metrics.
  • Identify root causes and recognize trends through customer and delivery partner contacts to solve ambiguous problems and proactively mitigate risk.
  • Overcome obstacles and influence stakeholders to design and implement solutions to improve customer experience.
  • Actively follow up on action items stemming from executive summaries, measuring the effectiveness of implemented solutions to ensure customer experience improvement.
  • Write and create executive-level summaries for Legal, Director, and VP stakeholders.
  • Manage the full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
  • Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions, and reasons behind leadership decisions.
  • Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.
  • Partner with customers, internal/external teams, and engineering teams to determine project priorities.
  • Oversee gaps between teams, processes, and systems, helping teams reduce exposure to classic failure modes.
  • Work with program managers, business leaders, and executive teams to communicate and impact critical business initiatives.
  • Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to milestones and performance across all projects.
Requirements
  • 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.
  • Preferred qualifications include 2+ years of driving process improvements experience and a Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field.
About Amazon

Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do 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 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.

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