Operations Program Manager, Customer Experience

6 days ago

Bellevue, Washington, United States Amazon Services LLC Full time
About the Role

The Senior Program Manager, Direct Fulfillment will play a critical role in driving operational excellence and growth for Amazon Services LLC's alternative fulfillment channel. This team is responsible for shipping directly from vendors to consumers, and we're looking for a seasoned program manager to help us achieve our goals.

Key Responsibilities
  • Strategic Partnership Development: The Program Manager will own the relationship between Direct Fulfillment and various organization leaders, cultivating partnership, transparency, and ownership through high-level relationship management skills.
  • Large-Scale Solution Development: The Program Manager will conceptualize, trial, expand, and scale solutions-based programs to improve on-time shipping and speed across North America.
  • Cross-Functional Leadership: The Program Manager will lead initiatives spanning across Product, Tech, and Ops teams to automate and optimize various processes both internally and externally.
  • Data-Driven Decision Making: The Program Manager will be a relentless advocate of making data-driven decisions, challenging and refining proposals through their keen understanding of the business, applying statistical methods of analysis, and ensuring an evidence-based approach to programs.
  • Long-Term Visionary: The Program Manager will take an open-minded approach and launch workstreams prioritizing long-term value alongside developing their charter.
  • Stakeholder Communication: The Program Manager will own creating, refining, and presenting documents of their charter to senior leadership, demonstrating the ability to peer-influence and gain alignment across teams.
A Day in the Life
  • Directly outreach to vendors to root-cause and execute scalable solutions to improve delivery accuracy and speed for our largest marketplace, North America.
  • Work with Product, Tech, and other Ops stakeholders to contribute to the development of processes and new launches.
  • Manage, execute, and report to leadership by owning a specific program with scope and impact across North America.
  • Conduct deep dives using various data analytics tools to derive meaning from data and present to leadership with proposed next steps.
  • Own end-to-end various initiatives that require working cross-functionally and holding Tech & Non-Tech teams accountable.
  • Act as a reputable thought partner for various stakeholders to validate business opportunities through thorough business understanding and analytical knowledge.
About the Team

The North America Direct Fulfillment team is a fast-growing, dynamic team responsible for driving operational excellence and growth for Amazon Services LLC's alternative fulfillment channel. We're looking for a seasoned program manager to help us achieve our goals.

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
  • 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.

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