Sr. Program Manager, EUK Feedback Loop, Transportation Partner Experience

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Sr. Program Manager, EUK Feedback Loop, Transportation Partner Experience

View more categories View less categories Sector Project and Program Management Role Manager Contract Type Permanent Hours Full Time

DESCRIPTION

We are open for position to be based in London or Munich.

The community issues resolution program manager plays a critical role within communities owning the feedback loop processes across EUK helping community members find resolutions to high severity issues, widely affecting the network.

The WW Transportation Partner Experience (TPX) team's vision is to build and nurture communities of the happiest, safest, and highest quality transportation partners We help these partners offer a better life for themselves, their employees, and the communities we collectively serve. To deliver on our mission, we create opportunities for connection, learning, advocacy, and inspiration among partners, Amazon, and our customers We do this through a variety of ways, including technology, content, digital/in person experiences, and rewards and recognition programs. We are committed to protecting and improving partner sentiment by innovating how we power the feedback flywheel, so that our partners can influence the future of logistics We play the long game, as we know that the sustained satisfaction of our partners will reduce attrition and strengthen Amazon's logistics network over time.

The program manager orchestrates roadmaps and actions across the TPX product, tech, comms, and Delivery Service Partner (DSP) program teams, ensuring on a tactical level, the resolution of escalations within the agreed SLAs and quality bar, providing visibility to leadership along the process. On a strategic level, the program manager is responsible for using their high-judgment to influence the content's team roadmap, rendering the content relevant to the demands of the DSP community and looking around corners to prevent escalations through timely and robust content and by tracking and exposing externally the promises made to community members and their status.

Across communities in the EUK, the program manager is responsible for expanding the processes and products to deliver a consistent experience related to SLAs, reporting, tracking and feedback loops to the content planning process

If you thrive in ambiguous, fast-paced environments and want to reinvent how turning escalations into insights shape the future of the DSP program, this role may be for you!

Key job responsibilities
Key Responsibilities:
• Develop the strategy and a clear, simple roadmap for the EUK DSP escalations program, working closely with Director- and VP-level stakeholders to understand their data and reporting needs
• Implement processes and tools to pull, consolidate, and analyze data from multiple channels and sources related to the DSP network
• Identify key trends, themes, and opportunities from the DSP data, translating insights into clear narratives and recommendations
• Build accountability mechanisms that empower business teams to drive accountability for continuous improvement activities that enhance the overall DSP experience, from big rocks to paper cuts
• Accelerate actionable progress driven by insights through creating and/or optimizing cross-org structures and mechanisms
• Effectively manage cross-functional projects and stakeholders, aligning teams on program goals and driving execution

Required Qualifications:
• 7+ years of experience as a Program or Project Manager, with a track record of successfully launching new programs from the ground up
• Strong analytical and critical thinking skills, with the ability to synthesize data into actionable insights
• Excellent communication and stakeholder management abilities, with experience bringing together diverse teams to achieve shared objectives
• Comfort operating in ambiguous, fast-paced environments and demonstrated ability to drive progress independently
• Passion for leveraging data and technology to drive business impact and improve customer/partner experiences

BASIC QUALIFICATIONS

- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management

PREFERRED QUALIFICATIONS

- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience leading process improvements

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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 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.

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