Program Manager, Last Mile Transportation Operations

Job description

DESCRIPTION

We are seeking an exceptional, scale up focused Program Manager who will be responsible for last mile delivery operations for Amazon Lockers, Counter Pickup and Apartment Locker by Amazon in North America. The ideal candidate will have a strong bias for action to always protect the customer experience, drive continuous improvement in package delivery quality and proactively identify and mitigate risk. This role requires strong cross-functional leadership skills to effectively partner with Product, Tech, Marketing and Operation teams to pioneer new processes, delivery technology and delight customers.

Amazon Access Points is a fast grown entrepreneurial business that uses technology to delight customers by providing safe, secure and convenient pickup and return options. Our business channels include staffed storefronts with Locker+ (formerly Campus), Delivery Lockers and phone based Apps to complete deliveries. We are developing exciting new partnerships for store locations and new ideas like package-less returns to reduce costs, manage our environmental impact and make the process easier for our customers. We leverage Amazon operations and transportation infrastructure to create new startup businesses.

We care about your career growth, too. As part of a global team you will have the opportunity to influence and drive global strategies. You'll work across multiple functions and teams giving you a wide variety of career growth opportunities. Whether your goals are to explore new technologies, take on bigger problems, or get to the next level, we'll help you get there. Our business is growing fast, and our people will grow with it.

Responsibilities:
§ Become an expert and run daily last mile operations
§ Identify and execute on opportunities for improving customer experience and reduce delivery defects through data analysis
§ Partner with global counterparts to innovate on behalf of the business and develop best practices
§ Develop materials for customer service, delivery drivers, internal/external partners
§ Assist in the development and rollout of standard operating procedures
§ Develop and report on daily, weekly, monthly KPIs to stakeholders
§ Maintain existing systems, including SQL queries, and tools as new products are rolled out
§ Innovate on behave of the customer as the business scales
§ Be a champion of an environment which is receptive and adaptive to business change

Desired profile

BASIC QUALIFICATIONS

§ A passion for developing best-in-class customer delivery experience
§ 1+ years of demonstrated transportation, program management and/or business management experience
§ A track record of delivering results – improving service while reducing costs
§ Strong bias for action, with willingness to roll up sleeves and get things done
§ An analytical approach to measuring/optimizing performance
§ Ability to influence peers and stakeholders at all levels
§ Highly tech-literate, with ability to learn new systems quickly
§ Comfortable with ambiguity and able to manage multiple priorities
§ Excellent verbal and written communication skills
§ Bachelor's Degree (or equivalent)