Program Manager II, Last Mile ACES - Quality

Amazon; Mansfield; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Program Manager in the Last Mile Delivery Experience Team. In this pivotal role, you will leverage your expertise in logistics and project management to enhance delivery processes and customer experiences. Collaborating with diverse stakeholders, you will drive innovative solutions and continuous improvement initiatives, ensuring operational excellence. Your analytical skills will be essential in understanding customer needs and presenting actionable insights to senior management. This is an exciting opportunity to make a significant impact in a dynamic and inclusive environment.

Qualifications

• 3+ years of program or project management experience.
• Experience in scoping, leading, and implementing process improvements.

Responsibilities

• Become a subject matter expert for AMZL and customer service processes.
• Develop metrics and reports leading to performance improvement.
• Support the optimization of Last Mile delivery network.

Skills

Program Management

Project Management

Analytical Thinking

Stakeholder Management

Process Improvement

Lean Methodologies

Kaizen

Six Sigma

Education

Degree in Supply Chain

Degree in Operations

Degree in Engineering

Degree in Mathematics

Job description

We are seeking a Program Manager for our Amazon Logistics (AMZL) Last Mile Delivery Experience Team.

The successful candidate has last mile logistics experience, an interest in and ability to work and think analytically, and manage all the aspects of multi-disciplinary projects, processes, and programs.

Key job responsibilities

1. Become a subject matter expert for AMZL and customer service processes and systems.
2. Conduct root cause analysis, define corrective actions, and ensure their completion. Dive deep on executive escalations.
3. Develop a thorough understanding of customer needs and pain points related to our deliveries, both existing and potential. Produce white papers and present to senior management.
4. Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
5. Deliver end-to-end continuous improvement programs, projects, and initiatives.
6. Develop and produce metrics and reports leading to performance improvement. Lead Kaizens or auditing activities in delivery stations to ensure process implementation.
7. Support the standardization and optimization of our Last Mile delivery network to meet safety, customer experience, productivity, quality, and cost goals.
8. Maintain continuous communication with local functional business owners and technical Engineering teams at both the European and Worldwide levels.

About the team

Amazon Logistics, or AMZL, handles Last Mile delivery duties in partnership with multiple stakeholders such as LM Ops, NOC, CPU, LMAQ, etc. We utilize creative thinking and continuous improvement initiatives to deliver millions of products to our customers. Our goal is to make the delivery experience as smooth as possible and roll out global delivery solutions.

Additional key responsibilities

1. Develop and improve Amazon Logistics equipment and processes to enhance safety, associate/driver experience, capacity, speed, quality, and cost goals.
2. Drive a culture of standardization and innovation across the WW Process Engineering Organization.
3. Initiate, define, plan, and manage the rollout of product features and enhancements for the next generation of AMZL Delivery Stations.
4. Present concepts, designs, program updates, and roadmaps to senior leadership regularly. Demonstrate strong written and verbal communication skills.
5. Integrate new equipment designs, process improvements, and safety enhancements into standard designs.

Minimum qualifications

• 3+ years of program or project management experience.
• 3+ years of experience working cross-functionally with tech and non-tech teams.
• A degree in Supply Chain, Operations, Engineering, or Mathematics.
• Relevant experience with last mile and/or customer service processes and technologies.
• Experience communicating with a wide range of stakeholders, including peers and leadership.
• Proven ability to complete a high volume of tasks and projects with minimal guidance and tight deadlines.
• Experience in scoping, leading, and implementing process improvements through Lean, Kaizen, and/or Six Sigma methodologies.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need workplace accommodations during the application and hiring process, please visit this link. For regions not listed, contact your Recruiting Partner.