The Americas DSP organization partners with entrepreneurial individuals who manage their own delivery businesses (DSPs) across the US, Canada, Brazil, and Mexico. Together, we build sustainable and scalable delivery capacity so that Amazon can continue to delight customers with fast, efficient, and bar raising fulfillment of their orders. Our North Star goal is to improve DSP Quality and help them scale their business. Quality partners operate safely and reliably, meet performance standards, take a long-term view of their business relationship with Amazon as they engage with the program, adhere to program policies, and manage healthy businesses. Within the Americas DSP organization, the DSP Shared Services team drives scalable solutions for our DSP and internal partners. We standardize complex tasks for a team of Account Managers to execute with quality.
The Sr. Program Manager will work cross-functionally to define and execute a roadmap that focuses on expansion to new countries, improving delivery quality and the DSP experience. In addition to strategy development and execution, the person in this role will create, optimize, and drive adoption of critical mechanisms that ensure their program(s) will be successful in the long-term. They will proactively deliver business and senior leader reviews, aligning teams toward coherent strategies that move the needle on quality, speed, and cost. This will be a highly visible role, meaning that the optimal candidate will be adept at building consensus and able to represent, verbally and in writing, complex decisions, trade-offs, and potential solutions clearly to senior leadership. A strong candidate will be able to dive deep, identify root causes, and move between strategy and execution on a daily basis. They will have a proven track record in taking end-to-end ownership and successfully delivering results in a fast-paced business environment.
Key job responsibilities
• Manage the full lifecycle of a complex cross-functional program with accountability for DSP Quality goals
• Expand DSS ownership to LATAM while parterning with other countries, owning stakeholder engagement with local POCs
• Develop a roadmap to centralize operational issues with DSS and offshore resourcing, driving overall org costs down
• Translate complex business problems into straightforward and efficient solutions for the broader team
• Create, optimize, and drive adoption of quality metrics
• Analyze complex business data, generate actionable insights, drive cross-functional solutions, and report progress to senior leadership
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
- Experience implementing repeatable processes and driving automation or standardization
- Experience leading complex global or country-wide initiatives
- Travel up to 15% of the time
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
- Knowledge of large scale automation and workflow management or equivalent
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.
Sr. Program Manager, DSP Shared Services • Nashville, Tennessee, USA
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