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Program Manager, Escalations Management, Amazon Freight Partner

4 months ago

Nashville, United States Amazon.com Services LLC Full time
Would you like to be part of a team focused on driving innovation in the transportation industry, while working to empower entrepreneurs, and contribute to Amazon’s sustainability goals? If you have strong customer focus, great instincts, and a drive to build new mechanisms that enable program scale, you may be just right for this Senior Program Manager role on the AFP Marketing, Acquisition and Experience team. Amazon Freight Partner (freightpartner.amazon.com) is a new program that enables entrepreneurs to start and grow their trucking business alongside Amazon, with exclusive training, ability to hire from their local communities, and long-term growth potential.

Our team is looking for a Senior Program Manager who can build and scale mechanisms to manage intake of issues impacting the partner experience. You will work with stakeholders on requirements definition to improve partner experience. The ideal candidate is resourceful, customer-focused and has outstanding communication skills and the ability to build strong relationships with key stakeholders. They are highly autonomous and have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment. They will need to both think strategically and manage tactical details.

Key job responsibilities
This role requires building mechanisms for communication and working models across teams, and will require the ability to influence others. Job responsibilities include:

* Establish mechanism for reporting and managing issues, ensuring a timely resolution
* Own the knowledge management process, ensuring documentations are accurate and up-to-date
* Define and drive service level agreements (SLAs) to meet expectations and maintain high-quality
* Identify and document use cases, proving insights to tailor unique needs
* Define the communication strategy ensuring clarity, consistency, and a positive experience
* Develop a standard suite of responses and templates for handling inquiries, ensuring uniform communication
* Define clear escalation paths for issues
* Collaborate with stakeholders to manage SLAs and responses to issues
* Work closely with stakeholders to provide valuable feedback and insights for feature enhancements
* Build and maintain data collection, establish reporting structures and dashboard.

We are open to hiring candidates to work out of one of the following locations:

Nashville, TN, USA

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 or equivalent

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