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SDS WW GSF Sr Program Mgr, Shipping and Delivery Support
Amazon.comUnited Statesfull_timeVerifiedPosted 5 Jun 2023
💰 $185,000/yr($92,500/yr – $185,000/yr)
About the role
Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for global grocery customers and drivers. To achieve our mission SDS is seeking a Senior Program Manager to lead the global experience and support for WW GSF customers. This is an opportunity for you to build best in class customer service for an expanding group of Amazon customers!
The SDS GSF Sr Program Manager will assess the needs of the customer service required for new transportation products and services, design the support model as well as create and implement project plans that to establish support operations to deliver the optimal customer experience. This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.
Key Responsibilities
· Review performance and VoC insights and engage stakeholders to root cause and resolve defects in the customer experience
· Create cross-functional project plans that ensures SDS support models are in place for transportation products, customers and services
· Ensure SDS support models are meeting the need of customers, product teams and SDS associates.
· Dive deep into ongoing operations and create a plan for support launches and SDS integrations.
Key job responsibilities
Key job responsibilities
• Develop and manage the execution of end-to-end business strategies and decisions based on detailed data cost/benefit analysis of related financial and business data.
• Identify business goals, establish project scope, Key Performance Indicators (KPIs), and provide actionable insights to senior management to drive improvement solutions.
• Oversee in-depth analysis of customer service needs for new transportation products, services, and features
A day in the life
· Work backwards from and use the customer pain to identify experience defects and implement solutions to directly improve the support experience.
· Manage project and programs from planning to completion by defining functional and technical requirements, specifications and solutions;
· Coordinating efforts to scope, schedule, enhance and deploy new or existing delivery support features.
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, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/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. Applicants should apply via our internal or external career site.
The SDS GSF Sr Program Manager will assess the needs of the customer service required for new transportation products and services, design the support model as well as create and implement project plans that to establish support operations to deliver the optimal customer experience. This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.
Key Responsibilities
· Review performance and VoC insights and engage stakeholders to root cause and resolve defects in the customer experience
· Create cross-functional project plans that ensures SDS support models are in place for transportation products, customers and services
· Ensure SDS support models are meeting the need of customers, product teams and SDS associates.
· Dive deep into ongoing operations and create a plan for support launches and SDS integrations.
Key job responsibilities
Key job responsibilities
• Develop and manage the execution of end-to-end business strategies and decisions based on detailed data cost/benefit analysis of related financial and business data.
• Identify business goals, establish project scope, Key Performance Indicators (KPIs), and provide actionable insights to senior management to drive improvement solutions.
• Oversee in-depth analysis of customer service needs for new transportation products, services, and features
A day in the life
· Work backwards from and use the customer pain to identify experience defects and implement solutions to directly improve the support experience.
· Manage project and programs from planning to completion by defining functional and technical requirements, specifications and solutions;
· Coordinating efforts to scope, schedule, enhance and deploy new or existing delivery support features.
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
- Experience in complex problem solving, and working in a tight schedule environment
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, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/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. Applicants should apply via our internal or external career site.
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