Program Manager - Service Level Standards, Last Mile Account Management
Job Description
Do you want to play a crucial role in improving the customer experience of Amazon deliveries?
At Amazon, we're working to be the most customer-centric company on earth.
The goal of Last Mile Account Management Team is to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible.
We are seeking a Program Manager - Service Level Standards (SLS) to design and build the metrics that Delivery Service Partners (DSPs) use to manage their business, motivate their drivers, improve safety, and deliver great customer experiences.
This role will set the vision, build the roadmap, set priorities, advocate for customers, improve processes, and deliver improvements.
The Program Manager will have full ownership of their programs and processes for all DSPs in Japan.
More Information
・Department: Last Mile(AMZL)
・Job:Program / Project Management
・Location:Tokyo Office
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, visit https://www.amazon.jobs/disability/jp
Key job responsibilities
<Process Improvement>
- Establish and advocate operational excellence and efficiency; continuously innovate to improve/automate processes, eliminate waste, improve response time, exceed SLAs
- Build world-class processes, establish new workflows, take swift decisions even under unfamiliar or ambiguous circumstances
- Own and drive performance metrics with the team, to increase efficiencies and set up the DSPs for success
- Lead reporting for the program, participating in regular business reviews with stakeholders, establish and improve KPIs
- Capture insights and best practices to enhance the program, with an emphasis on efficiency and scale
<Program Management>
- Excellent ability to dive into and understand complex metrics and use-cases, research and investigate, articulate business requirements to technology teams
- Solve complex DSP performance issues and proactively dive deep into negative trends
- Manage and prioritize multiple moving pieces, be flexible to changing priorities, operate and deliver in a fast-paced environment
- Develop, analyze, and implement new strategies and procedures; develop, plan and implement short and long range goals
- Develop and achieve performance goals and objectives in order to achieve the best-in-class DSP and customer experience
Basic Qualifications
- Bachelor's degree
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience defining program requirements and using data and metrics to determine improvements
- Business level of Japanese and English
Preferred Qualifications
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Excited about working in a diverse group and contributing to an inclusive culture