Sr. Program Manager, I&A, DSP

Amazon; Bellevue (WA); On-site; USD 104,000 - 185,000; Full time

Job summary

A leading logistics firm seeks a Senior Program Manager with a focus on sentiment insights for enhancing driver experience. The role involves leveraging data to identify challenges, drive improvements, and communicate with senior stakeholders. Candidates should possess a Master's degree and significant program management experience.

Benefits

Medical benefits

Equity options

Sign-on payments

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• 2+ years of experience in driving process improvements.

Responsibilities

• Leverage understanding of driver challenges to improve experience and retention.
• Build dashboards and support products that enhance delivery experience.
• Own analysis and develop case studies on customer pain points.

Skills

Program Management

Data Analysis

Communication

Stakeholder Management

Education

Master's degree or MBA

Job description

At Amazon, we're working to be the most customer-centric company on earth. The goal of Amazon’s Delivery Service Partner (DSP) team is 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. To meet this goal, Amazon is continually striving to innovate and provide best in class delivery experience through the introduction of new products and services in the last mile delivery space. Come join the team and help us make history! DSP Delivery Associates (DAs) execute millions of routes each year. As a Senior Program Manager, Listening (People Insights), you will own sentiment mechanisms that monitor and report on the transporter experience. This role is expected to partner with stakeholders across all of Last Mile to drive action out of insight to improve overall sentiment, and is well suited for a candidate that thrives in ambiguity. The Sr PM is expected to be an effective communicator verbally and written and deliver a high level of judgement in decision making. This individual will leverage a background in people insights, preferably in the logistics or gig industry, to translate feedback into actionable insights.

Key job responsibilities
Leverage a deep understanding for the breadth of challenges drivers face to prioritize programs and investments that will measurably improve their experience and retention

Build dashboards, support products, and drive connected solutions that bring to light and make transparent areas experiencing volatility that
negatively impact the DSP DA delivery experience

Own end-to-end analysis and develop case studies to identify pain points related the customer experience

Develop cross-functional solutions to persistent, high-volume pain points through collaborative, influential relationships with Technical, Business, and Field teams

Be comfortable asking questions and collaborating with 3P and leadership to transform ideas into action

Structure recurring communications for senior business leaders and key stakeholders on core programs and opportunities

- 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

- 2+ 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

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

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.