Description

When you attract people who have the DNA of pioneers and the DNA of explorers, you build a company of like-minded people who want to invent. And that's what they think about when they get up in the morning: how are we going to work backwards from customers and build a great service or a great product – Jeff Bezos. Amazon.com's success is built on a foundation of customer obsession.

Have you ever thought about what it takes to successfully deliver millions of packages to Amazon customers seamlessly every day like clock work In order to make that happen, behind those millions of packages, billions of decisions get made by machines and humans. What is the accuracy of the customer provided address Do we know exact location of the address on a Map Is there a safe place to leave the package at Can we make an unattended delivery Would a signature be required Is the address a commercial property Do we know open business hours of the address What if customer is not home Is there an alternate delivery address Does the customer have any special delivery preference What are the other addresses that also have packages to be delivered on the same day Are we optimizing the delivery associate's route Does the delivery associate know the locality well enough Is there an access code to get inside the building And the list simply goes on. At the core of it all is the underlying data that can help make those decisions in time. The Last Mile Analytics and Quality (LMAQ) team capitalizes on Amazon's scale, speed, and ability to invent and simplify to accelerate the data flywheel and curate fresh and authoritative geospatial datasets to improve customer delivery experience. We work closely with tech and science teams on multiple initiatives to automate processes to operate at scale across all regions.

Skills

Amazon is seeking an experienced leader to drive the executive customer escalations process for all Geospatial teams. As a Principal Program Manager with the Last Mile Analytics and Quality (LMAQ) team, you will partner with program, technology, science and operations teams to deep dive on customer reported delivery defects and identify strategic long term solutions to improve customer delivery experience. As a key member of the LMAQ org, you will continually raise the bar on innovation for great customer experience. You will bring innovation, a strategic perspective, a passionate voice, and an ability to prioritize and execute on a fast-moving set of priorities, competitive pressures, and operational initiatives. You will partner closely with product, technology and sciences teams to define and build innovative and delightful experiences for customers. You must be highly analytical, able to work extremely effectively in a matrix organization, and have the ability to break complex problems down into steps that drive product development at Amazon speed. You will set the tempo for defect reduction through continuous improvement and drive accountability across multiple business units in order to deliver large scale high visibility/ high impact projects. Excellent communication and writing skills and executive presence to get in front of VPs and SVPs across Amazon will be imperative. You will need to work in a high pace environment with pressing timelines. The successful candidate will be able to:

Effectively manage customer expectations and resolve conflicts that balance client and company needs.
Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities.
Develop process to effectively maintain and disseminate project information to stakeholders.
Be successful in a delivery focused environment and determine the right processes to innovate on behalf of customers.
This opportunity requires excellent technical, problem solving, and communication skills. The candidate is not just a policy maker/spokesperson but drives to get things done.
Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment.
Partner with key stakeholders to develop the vision and strategy for customer experience on our platforms. Influence product roadmaps based on this strategy to identify medium and long term goals.
With the business growing rapidly, this leader will not have the luxury of having a tunnel-vision for any one area; rather, this individual will need to exhibit excellent judgment on how to prioritize between competing priorities.
Serve as a role model for Amazon Leadership Principles inside and outside the organization.
Actively seek to implement and distribute best practices across teams.

Key job responsibilities

Write executive responses on the escalations and anecdotes working with Geo Spatial product, tech, program, sciences and operations teams.
Define, own and drive large cross-functional programs spanning multiple teams and stakeholders.
Collaborate with product, tech and sciences teams within the Last Mile Technology to drive global programs and systems improvements and reduce customer defects.

Basic Qualifications

7+ years of working cross functionally with tech and non-tech teams experience
7+ years of program or project management experience
7+ years of managing, analyzing and communicating results to senior leadership experience
Bachelor's degree
Experience implementing repeatable processes and driving automation or standardization
Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

Experience delivering projects within scope, time, budget and quality

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.

Company - ADCI HYD 13 SEZ

Job ID: A10457623

Principal Program Manager, LMAQ

Principal Program Manager, LMAQ