Senior Program Manager, Last Mile Analytics and Quality (Fulfillment & Operations)

Amazon; Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Amazon, a Fortune 500 company based in Seattle, is seeking a Senior Program Manager for Last Mile Analytics and Quality in Bengaluru, India. You will lead cross-functional programs, define metrics, and partner with tech, product, and operations to drive data-driven improvements that enhance the customer experience.

The role requires strong communication, program management experience, and the ability to manage large, ambiguous projects across regions.

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.

Responsibilities

• Program manage the solution for last mile related problems from identification, scoping and sizing to creating long-term solutions in partnership with tech, product, business and operations.
• Define success criteria for programs and audits processes and create/drive right metrics to track and influence program health.
• Collaborate with multiple teams as a subject-matter expert in Transportation and logistics domain and develop solutions that utilize the highest standards of analytical rigor, data integrity and solves problem for the long term.
• Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations.
• Analyze and solve business problems alongside product, tech, policy stakeholders.

Skills

PM experience

Data-driven improvements

Leadership communication

Education

MBA/Master's in business/ops

Job description

Senior Program Manager, Last Mile Analytics and Quality

Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon offers everything from books and electronics to tennis rackets and diamond jewelry. We operate sites in Canada, China, France, Germany, Italy, Japan, Spain and United Kingdom and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet. Amazon's Last Mile Analytics & Quality team is looking for an enthusiastic, customer-obsessed Program Manager to manage projects, implement and improve metrics, work in collaboration with Amazon's technology, product, business and operations teams to create solutions for our internal and external customers. To be successful in this role, you need a passion for making data-driven decisions which will have direct impact on the customer experience. Some keys to your success are the ability to be an effective communicator to various audiences. The ability to remain flexible and adept to learning new tools and systems is instrumental to your role on the team. Our environment is deadline-driven, fast-paced and requires you to be detail-oriented and comfortable interacting or working with multiple teams (business and technical). The ideal candidate has a background of running large, cross-functional projects. The candidate is as comfortable working on high-level strategy and design, as they are rolling-up their sleeves and working on implementation. They have demonstrated the ability to build customized logistics solutions, drive process improvement, standardize procedures and eliminate the root cause of defects within current systems. This job will require strong communication skills while having the ability to work independently in a high-pressure, and often ambiguous, work environment. Passion and drive for customer service is a must. The candidate must be able to accurately prioritize projects, make sound judgments, work to improve the customer experience, and get the right things done.

Key Job Responsibilities

• Program manage the solution for last mile related problems from identification, scoping and sizing to creating long-term solutions in partnership with tech, product, business and operations.
• Define success criteria for programs and audits processes and create/drive right metrics to track and influence program health.
• Collaborate with multiple teams as a subject-matter expert in Transportation and logistics domain and develop solutions that utilize the highest standards of analytical rigor, data integrity and solves problem for the long term.
• Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations.
• Analyze and solve business problems alongside product, tech, policy stakeholders.

A Day in the Life

• Strategy Development: Develop and implement a comprehensive program strategy aligned with the organization's goals and objectives. This involves defining the scope, objectives, and metrics for measuring program outcomes.
• Data Collection and Analysis: Oversee the collection, consolidation, and analysis of data from multiple sources. Develop and implement methodologies for data cleansing, segmentation, and analysis to derive actionable insights for business stakeholder teams.
• Insight Generation: Collaborate with cross-functional teams to interpret and prioritize insights, and develop strategies to enable stakeholder team address pain points and improve customer experiences on long-term basis.
• Global Rollout and Optimization: Lead the global rollout and continuous optimization of the program across different regions, markets, and business units. Ensure consistency in strategy, quality, and methodologies while accounting for business and regional nuances.
• Stakeholder Engagement: Collaborate with cross-functional teams, such as product, tech and operations, to communicate insights to leadership and drive decision-making.

Basic Qualifications

• 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

Preferred Qualifications

• 4+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Our 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.

Equal Opportunity

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