Senior Program Manager, Delivery Experience Tech SME

- Bachelor's degree
- 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
- Experience owning end-to-end long-term strategic planning or capacity planning initiatives
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience working cross functionally with tech and non-tech teams
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- 2+ years of driving process improvements experience

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The At-Stop Efficiency SME is responsible to understanding the different SOP and ground-truth processes that impact service time and transporter cognitive load after the transporter has arrived at the vehicle stop. The individual will focus on improving availability and accuracy of at-stop datapoints, identify largest opportunities and pain-points across regions, and work to improve overall Delivered Parcel Per Hour (DPPH) and cognitive load of transporters during deliveries.

The AMZL Tech Subject Matter Expert (SME) team is seeking a Senior Program Manager, Amazon Logistics. This role is accountable for influencing business-critical decisions around the operations tech that enable scale and deliver consistent, industry leading, performance. The individual will support the development and delivery of high-performance delivery tools for Operations and Transporters. In this role, you will analyze data to diagnose processes, identify improvement opportunities, prescribe improvement strategies and guide the improvement effort. This role will manage large, complex initiatives, deal with ambiguity, balance speed with quality, and advocate on behalf of the customer to provide high-performance app based solutions to the field.

The Tech SME team is the bridge between tech and operations. Tech SMEs have significant knowledge and experience unique to Last Mile operations and technology. As subject-matter experts, we bridge multiple disciplines such as operations, engineering, research science, planning and software development to assist these teams in solving problems and developing cohesive solutions that optimize the AMZL value stream. We are innovators that actively participate in the deployment, adoption and execution of tools and programs developed within AMZL. We create and deep dive key performance metrics to measure the health of the business, applying specialized knowledge to separate signals from noise, and we develop tech implementation and expansion strategies to integrate new software and tools seamlessly into the business.

Key job responsibilities
- Lead large scale programs across EU/JP and NA AMZL marketplaces ranging from short (~3 months) to long (multi-year) initiatives.
- Be the single threaded leader, coordinating across multiple stakeholders to align on technical requirements for your SME area.
- Use data to scope problems and opportunities and provide key insights to operational and technical leaders to guide resource/prioritization decisions.
- Know the operation: develop expert level knowledge in all technical and operational areas within your scope.
- Get stuck in: we work in ambiguous areas, research and work to understand what you don't know.
- Develop and implement high-quality program mechanisms to deliver industry leading change.

About the team
The Delivery Experience Tech Subject Matter Expert (SME) team bridges the gap between operators and last mile technology (LMT) teams. We have direct responsibility for EU/JP and NA project launches and work with emerging region central teams to support WW pilot/expansions.

The team covers on-road efficiency - improving UX workflows to reduce time and cognitive effort, delivery quality - removing defect opportunities and improving the end customers experience, transporter experience - understanding pain-points and sentiment to increase engagement and tenure across our transporter pool, safety - reducing the likelihood and impact of injuries, and start/end of day processes - improving station throughput and improving the quality of under the roof transporter operations.