Senior Program Manager | Quality and Delivery Experience, AMET -- ACES

AI in this role

Senior Program Manager for ACES to drive quality, delivery experience, and cost optimization in last-mile delivery stations.

program-managementprocess-optimizationdata-analysiscross-functional-leadershipoperations

Amazon is looking for a motivated individual for the profile of ACES (Amazon Customer Excellence Systems) Program Manager III for its MEATR operations team. The candidate should enjoy getting their hands dirty, working on the floor for conducting time and motion studies and analysis and looking around the corners for solutions with the aim of optimization of cost and productivity in Amazon Rush last mile delivery stations.

As an ACES (Amazon Customer Excellence Systems) program manager III, you will be the subject matter expert for Rush operations driving quality and delivery experience for Rush network.

You will be a subject matter expert on Rush operations and tools focusing on safety, quality, and delivery associate experience agenda as well as network speed projects. You should be able to think big to solve complex problems with simple and practical solutions by developing a deep knowledge of the operation processes, Amazon’s UTR, OTR and routing technologies.
This role calls for an individual who can own all aspects of how transportation impacts customer experience, and operator experience; monitor metrics, determine, then drive any initiatives necessary to improve it. It requires an individual to showcase judgement and decision-making skills to balance customer experience with financial impact. This position offers a broad exposure to various business, financial, and technical teams within Amazon.

The successful candidate will be a person who enjoys and excels at dealing with ambiguity and design and define products/programs with little information. He / She will have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead cross-functional projects including communication across all levels and teams in the organization: senior leaders, technical teams, finance, business, and operations leaders.

Key job responsibilities
• owning quality and delivery experience improvement roadmap,
• Collaborating with DEX, Speed on program launches
• conducting data-driven analysis for pilot and expansion evaluation,
• influencing cross-functional stakeholders (DEX, Finance, Tech, Ops),
• building scalable mechanisms (WBRs, dashboards),
• working closely with finance BPs on planning cycles assumptions (OP1, QxG, 3YF),
and writing 6-pagers/narratives.

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
- Bachelor's degree

Preferred qualifications

- 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

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.

How we rate this

Senior Program Manager | Quality and Delivery Experience, AMET -- ACES at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

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Skills and AI tools this role asks for

Program ManagementProcess OptimizationData AnalysisCross Functional LeadershipOperations

Questions you could be asked

Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where process optimization was part of your work. What did you do?
Tell me about a project where data analysis was part of your work. What did you do?
Tell me about a project where cross functional leadership was part of your work. What did you do?
Tell me about a project where operations was part of your work. What did you do?

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List these exact terms on your resume: Program Management, Process Optimization, Data Analysis, Cross Functional Leadership, and Operations. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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