Program Manager, Global Benchmarking, Standards, and Audit

DESCRIPTION

Are you interested in defining the future operating model for Amazon's global delivery operations and creating a world-class experience for our customers, associates, and driver partners? Amazon Logistics (AMZL) delivery operations are on pace to become one of the largest parcel carriers in the world. Robust process improvement and development leverages delivery station and driver capacities that are critical to accomplishing that scale, all while delivering a world-class customer experience.

The Global Benchmarking, Standards, and Audit (GBSA) team leads defining, implementing, measuring, and improving standard work processes that will drive customer experience and performance improvement within Amazon's delivery station network. We are accountable for influencing business-critical decisions that enable scale and deliver consistent, industry-leading performance within our AMZL Operations. We raise the bar on customer experience through lowering costs and supporting rapid growth. We act as a catalyst for change by driving innovation at the operator level, prioritizing technology initiatives and supporting engineering design innovations.

While all GBSA programs are part of the same mechanism, interacting closely to drive operational performance, this role is focused on the Standards Program. This role will be part of the global standards subject-matter expert (SME) network. Regional Standards SMEs own localization as well as peer and stakeholder engagements to provide the best operational performance aligned with network goals.

To be successful in this role, you will need to be an influence capable of working effectively with senior leadership across multiple organizations and geographies. You will also need to be a self-starter, proven program leader, diligent project leader, communicator, and problem-solver, with strong analytical skills. You will evaluate opportunities for prioritization and impact, without requiring constant guidance. You will work with cross-functional teams on complex logistics problems, deal with ambiguity, and advocate on behalf of the customer.

Key job responsibilities

1. Serve as a trusted intermediary between global teams and local operations to ensure effective adoption of global standards.
2. Serve as a gatekeeper for Change Management in assigned process areas.
3. Advocate for regional AMZL in global standards discussions.
4. Support process improvements, best practice sharing, and standardization across all Amazon Logistics processes using LEAN principles.
5. Measure and establish standard rates for standard work to be used for labor and capacity planning.
6. Provide metrics inputs that support compliance of standard work and that drives improvements in cost and quality.
7. Collaborate with counterparts in other functional areas (Safety, Quality, Learning, Tech) as well as the Operations Engineering team and DS Launch SME team to drive standardization of core process elements to support network growth and scale.

About the team
Our mission: We force multiply world-class processes by scaling them globally. We identify, propagate, and measure the adoption of standard work to drive continuous improvement across the WW AMZL network. We are a diverse and international team that works with numerous cross-functional teams to deliver the best operational standards.

BASIC QUALIFICATIONS

1. 4+ years of program or project management experience.
2. Experience using data and metrics to determine and drive improvements.
3. Experience owning program strategy, end to end delivery, and communicating results to senior leadership.
4. Bachelor's degree.
5. Ability to deal with ambiguity and handle changing priorities with speed.
6. Excellent communication skills; ability to simplify complex topics for broad audiences.
7. Ability to operate at both a strategic and operational level.

PREFERRED QUALIFICATIONS

1. 2+ years of driving process improvements experience.
2. Master's Degree in Engineering or related field.
3. Strong analytical skills paired with hands-on attitude.
4. Experience managing tasks with statistical, financial, strategic and operational analysis and modeling involving large data sets.
5. Ability to dig deep and develop innovative ideas for process challenges.
6. Excited about working in a diverse group and contributing to an inclusive culture.
7. Experience working with cross-functional teams in a dynamic environment.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.