Program Manager,Trust & Safety, DSP

Amazon; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

Amazon is seeking a Program Manager in London to oversee the Driver Trust and Safety Program. This role involves managing initiatives to improve the DSP Delivery Associates' experience, requiring 3+ years of program management experience and proficiency in English and Japanese. A successful candidate will thrive in a fast-paced environment, fostering a culture of continuous improvement and effective communication.

Qualifications

• 3+ years of program/project management experience.
• Business-level proficiency in English and Japanese.

Responsibilities

• Manage initiatives to identify delivery associates' concerns.
• Monitor corrective action plans and drive improvements.
• Program manage multiple T&S initiatives and analyze data.

Skills

Program Management

Cross-functional Collaboration

Communication

Data-Driven Metrics

Continuous Improvement Mindset

Intermediate Excel Skills

Education

Bachelor's Degree

Job description

At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. The goal of Amazon Logistics (AMZL) is to build a world class last mile operation. AMZL aims to exceed the expectations of our customers by ensuring that their orders, no matter how large or small, are delivered as quickly, accurately, and cost effectively as possible. As Amazon's last-mile delivery provider, Delivery Service Partners (DSPs) vision is to be the world’s best owner-operated business opportunity, empowering small business owners to build a better life for themselves, their associates, and their communities by operating safe, high quality, and sustainable logistics companies.

We are looking for a Program Manager to manage our Driver Trust and Safety (T&S) Program, who will ensure a bar raising experience for DSP Delivery Associates (DAs). The T&S Program Manager role is critical to managing the reputation of the DSP program in Japan, and attracting and retaining DAs to work with DSPs.

We are looking for a candidate who is highly motivated, goal-driven and process focused with a continuous improvement mindset. They should be able to navigate through highly ambiguous environments by working closely with internal and external contacts at all levels to achieve the organizational stretch goals. A successful candidate will have a proven history of program management with ability to manage multiple initiatives, excellent communication skills, is open to new ideas and not afraid to challenge status quo, and enjoys working in a fast-paced environment.

Business level Japanese is required.

Key job responsibilities
- Own and drive multiple initiatives to surface concerns that DAs face with the program, proactively identify non- compliance with program guidelines
- Issue and monitor corrective action plans to DSPs, drive sustainable improvements for the program.
- Program Manage multiple T&S initiatives, including launch and scale-up of listening mechanisms, identify and drive actions to narrow parity gaps across other geo’s and ensure best-practices are implemented
- Set-up clear documentation, and conduct dive-deeps and analysis for senior stakeholders
- Take the lead on T&S related activities, manage escalations and streamline reporting
- Partner with multiple stakeholders like TRC (Transportation Risk and Compliance), Legal and Compliance, Operations teams, and both Local and Global DSP stakeholders.

A day in the life
【What's a day in the Amazon office like? 】 https://www.youtube.com/watch?v=0wIlMX1yUKU

【Employee Benefits】 https://www.amazon.co.jp/b?node=22292420051

About the team
Tenets:
We create the future that customers can receive their package anytime, anywhere and in any way what they want going beyond their expectation.

To customer:
Achieve the best customer delivery experience not bound by current values by building a stable delivery network with various delivery methods and advanced technologies.

To partner:
Become the No. 1 business partner by building a fair and sustainable business model, with Safety as top priority.

To Company:
Fulfill a function which promote an implementation of sustainable delivery network with low cost, and which Encourage investing for the future

More Information (Japanese Only)
・Department: Last Mile(AMZL)
・Job:Project Management
・Location:Tokyo Office

- Bachelor's degree
- 3+ years of program or project management experience, including cross-functional collaboration with tech and non-tech teams
- Intermediate Excel skills (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas)
- Experience defining program requirements and using data-driven metrics to determine improvements
- Business-level proficiency in both English and Japanese

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience building processes, project management, and schedules
- Excited about working in a diverse group and contributing to an inclusive culture

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.