At Amazon, we're looking for a 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 continuous improvement, diving deep into processes and 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
Manage Service Level Standards (SLS) for one of the programs we support.
Maintain program quality and exceptional customer experiences.
Help build reporting mechanisms, identify opportunities, establish mitigation processes, respond to executive escalations, and work with cross-functional partners to communicate issues and progress.
Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
Development of 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 (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, security not considered, insufficient stakeholder review, etc.).
Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
Work with program managers, business leaders and executive team to communicate and impact critical business initiatives.
Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects.
Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers.
Create, communicate, and manage timelines and advocate for resource and project requirements.