Network Loss Program Manager, Delivery Services in VIC, Australia

Description

Are you passionate about improving the customer experience? Do you strive to design and deploy customer-centric solutions that drive measurable results? Does coordinating across teams and countries sound exciting? If so, the Delivery Services Network Loss team is looking for a Program Manager to support our local operations and find ways to delight our customers through our actions.

As a Program Manager, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements. Achieving such aspirational goals will require insisting on the highest standards, developing and iterating on new processes, and driving continuous improvement activities internally and externally. You will build collaborative relationships with numerous teams (operations, training, tech, and corporate) to identify solutions and execute the Network Loss roadmap. You will also prepare and execute regular program updates to local leaders on a weekly and monthly basis.

Key job responsibilities

• Customer-Focus: Develop a thorough understanding of customer needs related to our deliveries. Use that knowledge to create metrics that drive change and enable AMZL to provide an exceptional delivery experience.

• Deliver Results: Lead complex process improvement efforts incl. scope alignment with local teams, data analysis, and presenting results to senior stakeholders.

• Manage Ambiguity: Understand complex business problems and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.

• Stakeholder management: Build trustworthy relationships with multi-disciplinary stakeholders locally and internationally to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute innovative solutions for your customers while influencing with and without authority.

• Drive best practices with a focus on outcomes for our customers. You will identify and own AU initiatives that will continue to optimize our highly customer focused operational teams. You will have high performance standards that you will drive continuous improvement across the business.

• Develop and execute weekly and monthly action plans to deliver programs as per roadmap.

• Identify and analyse data to isolate issues, develop solutions and prioritize opportunities for CX improvements.

Basic Qualifications

• Bachelor’s degree or equivalent

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• 1+ years of program or project management experience

• 1+ years of working cross functionally with tech and non-tech teams experience

• 1+ years of defining and implementing process improvement initiatives using data and metrics experience

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology

• Experience in MS Access and SQL

• Experience in requirement gathering and ability to write clear and detailed requirement document

Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.