Senior Program Manager, Flex, Flex SLS

Sr. Program Manager For Amazon Flex

Amazon Flex works directly with independent contractors – called delivery partners – to make deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board, schedule delivery times, guide them through their deliveries with in-app mapping and navigation, and more.

The Sr. Program Manager will be responsible for establishing scalable mechanisms to ensure world-class evaluation processes for delivery partners. You will relentlessly focus on defect prevention programs including delivery quality improvement through incentives, continuous improvement, diving deep into processes, issues to uncover the root cause and systematically fix underlying defects to prevent the recurrence of similar process defects. This opportunity requires excellent troubleshooting, root cause identification, problem-solving, analytical approach and logical reasoning, and the ability to succeed in a fast-paced environment.

An ideal candidate for this role should have proven expertise collaborating cross-functionally, building scalable mechanisms and communicating to senior stakeholders, including Legal, Directors and VPs.

Key job responsibilities include managing service level standards for one of the programs we support, maintaining program quality and exceptional customer experiences, helping build reporting mechanisms, identifying opportunities, establishing mitigation processes, responding to executive escalations, and working with cross-functional partners to communicate issues and progress. The Sr. Program Manager will also manage the full lifecycle of complex cross-functional programs with considerable impact across multiple organizations, develop the overall program strategy, tactically driving teams in and outside of your organization to deliver, define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics, work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations and process enhancement requirements, partner with teams across the business you support and beyond to source, allocate, and coordinate resources, partner with customers, internal/external teams, and program and tech teams to determine what projects move forward and in what priority order, oversee gaps between teams, processes and systems, help teams reduce exposure to classic failure modes, solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks), and 10% travel.