Sr Program Manager Flex Service Level Standards SLS

At Amazon were looking for a Sr. Program Manager for Amazon Flex. Amazon Flex works directly with independent contractors called delivery partners to make deliveries to our customers. With Amazon Flex individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to onboard schedule delivery times guide them through their deliveries with inapp mapping and navigation and more.

The Sr. Program Manager will be responsible for establishing scalable mechanisms to ensure worldclass evaluation processes for delivery partners. You will relentlessly focus on continuous improvement diving deep into processes and issues to uncover the root cause and systematically fix underlying defects to prevent the recurrence of similar process defects. This opportunity requires excellent troubleshooting root cause identification problemsolving analytical approach and logical reasoning and the ability to succeed in a fastpaced environment. An ideal candidate for this role should have proven expertise collaborating crossfunctionally building scalable mechanisms and communicating to senior stakeholders including Legal Directors and VPs.

Key job responsibilities
Manage Service Level Standards (SLS) for one of the programs we support.
Maintain program quality and exceptional customer experiences.
Help build reporting mechanisms identify opportunities establish mitigation processes respond to executive escalations and work with crossfunctional partners to communicate issues and progress.
Manage full lifecycle of complex crossfunctional programs with considerable impact across multiple organizations.
Development of the overall program strategy tactically driving teams in and outside of your organization to deliver.
Define the program (mission vision tenets) set objectives analyze data and drive improvements that are quantified with metrics.
Work autonomously in an ambiguous environment seeking to understand business problems automation limitations and process enhancement requirements.
Partner with teams across the business you support and beyond to source allocate and coordinate resources.
Partner with customers internal/external teams and program and tech teams to determine what projects move forward and in what priority order.
Oversee gaps between teams processes and systems help teams reduce exposure to classic failure modes (e.g. requirements not sufficiently understood or documented ineffective crossteam collaboration security not considered insufficient stakeholder review etc..
Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
Work with program managers business leaders and executive team to communicate and impact critical business initiatives.
Develop implement and govern KPI reporting for a portfolio of programs providing visibility to the milestones and performance across all projects.
Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers.
Create communicate and manage timelines and advocate for resource and project requirements.

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

2 years of driving process improvements experience
Masters 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.