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Senior Program Manager - Delivery Success Strategy, Shipping & Delivery Support
Amazon.comUnited Statesfull_timeVerifiedPosted 20 Mar 2023
💰 $185,000/yr($92,500/yr – $185,000/yr)
About the role
Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service team is an essential part of that mission. We hire the world’s brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. We’re making history and the good news is, we’ve only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers. Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
The Quality Team in SDS is responsible for the creation of and strategy to achieve goals for two key quality metrics- Delivery Success Rate (DSR) and Repeat Adjusted Positive Response Rate (RAP). Delivery Success Rate (DSR) tells us if our support resulted in a successful delivery for customers. RAP captures our customer’s sentiment about whether or not we solved their problem and adjusts for repeat contacts when we did not solve the problem the first time.
In this role, you will be responsible for our network DSR performance and for setting the network wide strategy to hit our yearly goal. After setting the strategy, you will deep dive performance to understand key headwinds, tailwinds, and project impacts to report on performance to senior executives. You will be responsible for both pursuing the biggest opportunities to improve performance and leading and enabling others to pursue opportunities by building tools and defining targets. This is an opportunity to influence the key quality metric for a large organization and have a direct impact on customer experience. You will also be responsible for the continuous improvement of this metric, working with SDS leaders to understand how it measures and reflects our success and suggesting improvements as needed.
Key job responsibilities
Define the strategy and lead tactical execution for the most impactful DSR projects
Deep dive performance to identify opportunities, headwinds, tailwinds, and project impact
Report on DSR performance to SDS leadership and the Customer Service leadership team
Manage an organization wide project portfolio to ensure key goals are met
Identify top opportunities and partner with other teams to pursue improvements for customers
Create a path to take DSR in to the future and make it a metric that partner teams can easily understand and utilize to continuously improve the customer experience
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.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers. Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
The Quality Team in SDS is responsible for the creation of and strategy to achieve goals for two key quality metrics- Delivery Success Rate (DSR) and Repeat Adjusted Positive Response Rate (RAP). Delivery Success Rate (DSR) tells us if our support resulted in a successful delivery for customers. RAP captures our customer’s sentiment about whether or not we solved their problem and adjusts for repeat contacts when we did not solve the problem the first time.
In this role, you will be responsible for our network DSR performance and for setting the network wide strategy to hit our yearly goal. After setting the strategy, you will deep dive performance to understand key headwinds, tailwinds, and project impacts to report on performance to senior executives. You will be responsible for both pursuing the biggest opportunities to improve performance and leading and enabling others to pursue opportunities by building tools and defining targets. This is an opportunity to influence the key quality metric for a large organization and have a direct impact on customer experience. You will also be responsible for the continuous improvement of this metric, working with SDS leaders to understand how it measures and reflects our success and suggesting improvements as needed.
Key job responsibilities
Define the strategy and lead tactical execution for the most impactful DSR projects
Deep dive performance to identify opportunities, headwinds, tailwinds, and project impact
Report on DSR performance to SDS leadership and the Customer Service leadership team
Manage an organization wide project portfolio to ensure key goals are met
Identify top opportunities and partner with other teams to pursue improvements for customers
Create a path to take DSR in to the future and make it a metric that partner teams can easily understand and utilize to continuously improve the customer experience
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
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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