Senior Program Manager, Sort Center Customer Experience, North America Sort Center Strategy & Analytics
DESCRIPTION
As a Senior Program Manager for Middle Mile Customer Experience, you will be the end-to-end owner of a portfolio of initiatives designed to improve our ability to delight our customers through on-time delivery. You will leverage your business knowledge and analytical skill set to identify problems, narrow your focus to initiatives with the most impact, and lead cross-functional initiatives to deliver results. You will "mechanize" workstreams by creating complete processes that deploy changes to our internal processes and result in sustained improvement to our delivery capabilities. If this sounds exciting to you, please read on!
25-50% Travel for this position, local and domestic
Key job responsibilities
- End-to-end ownership of complex, cross-organizational initiatives that directly improve contribute to on-time delivery through NA Sort Centers. Responsible for consistently bringing strong, data-driven business and strategic judgment to decisions and developing deep knowledge of the core business systems and broad understanding of company systems/technologies relevant to your program domain.
- Proactively identifying, prioritizing, and tackling intrinsically hard problems, ensuring resources are invested in the most impactful problems with the most value to our business and customers.
- Design and implement reporting solutions to enable stakeholders to make effective decisions.
- Building and managing related key performance indicators (KPI's) to measure, control, and benchmark reporting processes.
- Monitor existent metrics, building new metrics, and partnering with internal teams to identify process and system improvement opportunities.
- Support cross-functional teams on the day-to-day execution of new and existing programs.
- Partnering effectively with all levels of leadership and is adept at building consensus. Responsible for influencing organizational priorities, business and technology direction.
- Representing (verbally and in writing) complex decisions, trade-offs, and potential solutions clearly to VP-level leaders.
BASIC QUALIFICATIONS
- Bachelor's degree
- 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
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
PREFERRED QUALIFICATIONS
- 5+ 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.
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