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Senior Program Manager, LLM and Routing, Shipping & Delivery Support
Amazon.comUnited Statesfull_timeVerifiedPosted 20 Jun 2023
💰 $185,000/yr($92,500/yr – $185,000/yr)
About the role
Are you excited by the idea of being part of the world’s #1 customer service team?
Amazon’s mission is to be Earth’s most customer-centric company and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, in over 19 languages (and growing!).
The CS Shipping & Delivery Support (SDS) team's vision is to ensure successful deliveries for Amazon customers and shippers by supporting customers, drivers, shippers, and Delivery Service Partners (DSP). We provide value by combining expertise in Amazon transportation services with the scale and support infrastructure of CS to achieve our mission of enabling successful deliveries, gathering intelligence to prevent future delivery problems, and preventing unnecessary concessions. Our organization includes world-class operations and technical teams supported by program manager, knowledge management, training, and business intelligence teams.
SDS is looking for a Senior Program Manager to join the SDS Global Product organization to pioneer the Large Language Model (LLM) based driver and recipient Self-service Program and Intelligent Contact Routing strategy. You will be the single threaded leader to identify the use cases that can be solved through LLM, which is a multi-year strategy to leverage LLM capabilities at scale to reduce defects and improve CX for Drivers and Recipients, improving delivery success, and eliminating operating costs. You will partner with Science and Tech to build the foundational LLM capabilities and scale it across multiple use cases for Drivers and Recipients. You will also be the single threaded leader to drive intelligent contact routing initiatives across multiple programs, facilitating prioritization discussions and making tradeoffs by striking a balance between customer experience, cost, and quality considerations.
A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of cross-functional stakeholders, is data-driven, has a strong eye for opportunities, and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems. You are willing to experiment, fail fast, learn, and iterate to improve.
Key job responsibilities
Amaz
Amazon’s mission is to be Earth’s most customer-centric company and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, in over 19 languages (and growing!).
The CS Shipping & Delivery Support (SDS) team's vision is to ensure successful deliveries for Amazon customers and shippers by supporting customers, drivers, shippers, and Delivery Service Partners (DSP). We provide value by combining expertise in Amazon transportation services with the scale and support infrastructure of CS to achieve our mission of enabling successful deliveries, gathering intelligence to prevent future delivery problems, and preventing unnecessary concessions. Our organization includes world-class operations and technical teams supported by program manager, knowledge management, training, and business intelligence teams.
SDS is looking for a Senior Program Manager to join the SDS Global Product organization to pioneer the Large Language Model (LLM) based driver and recipient Self-service Program and Intelligent Contact Routing strategy. You will be the single threaded leader to identify the use cases that can be solved through LLM, which is a multi-year strategy to leverage LLM capabilities at scale to reduce defects and improve CX for Drivers and Recipients, improving delivery success, and eliminating operating costs. You will partner with Science and Tech to build the foundational LLM capabilities and scale it across multiple use cases for Drivers and Recipients. You will also be the single threaded leader to drive intelligent contact routing initiatives across multiple programs, facilitating prioritization discussions and making tradeoffs by striking a balance between customer experience, cost, and quality considerations.
A successful candidate is an effective communicator, has demonstrated the ability to earn the trust of cross-functional stakeholders, is data-driven, has a strong eye for opportunities, and has experience managing complex business and technical challenges. You are customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams. You have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems. You are willing to experiment, fail fast, learn, and iterate to improve.
Key job responsibilities
- Develop clarity of vision in an ambiguous space.
- Partner with Science and Tech to build the foundational LLM capabilities and scale it across multiple use cases for Drivers and Recipients.
- You are able to represent, verbally and in writing, complex decisions, tough trade-offs, and potential solutions clearly to senior leadership.
- Oversee critical project milestones to ensure internal and external Product, Tech, Science, Program, and Operations dependencies overcome obstacles that put project delivery at risk.
- Define and document intelligent routing requirements for SDS launches inclusive of store expansions and to-be-supported customer/business segments.
- Coordinate and align routing initiatives across multiple program teams, facilitating prioritization discussions and driving tradeoff decisions.
- Monitor and analyze the performance of Intelligent Routing, making data-driven recommendations for routing enhancements and optimizations that reduce customer effort by routing customers to the right place the first time (transfer reduction).
- This opportunity requires excellent technical, problem solving, and communication skills. The candidate is not just a policy maker/spokesperson but drives to get things done.
- Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.
- Manage dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business needs versus technical constraints.
Basic Qualifications
- 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
Preferred Qualifications
- 2+ 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
Amaz
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