Sr Program Manager, Shipping and Delivery Support
Job summaryShipping & Delivery Support (SDS) provides value by combining expertise in Amazon transportation services with the scale and support infrastructure of Customer Service (WWCS) to ensure successful deliveries, gather intelligence to prevent future delivery problems, and prevent unnecessary concessions.
SDS supports recipients (e.
g.
, Amazon customers, shipping recipients) and providers (e.
g.
, drivers, shippers, Delivery Service Partners, etc.
) of Amazon Logistics (AMZL) and Global Specialty Fulfillment (GSF) delivery services with a combination of inbound, proactive, and in-station support models with the purpose of ensuring that customers receive deliveries on time and that concessions abuse is minimized.
We are a global organization that provides support for multiple marketplaces through an operational network that includes thousands of Customer Service Associates and counting.
We leverage technology including automation, self-service, associate tools, and machine learning to both resolve customer issues proactively and when contacts are required we handle them with quality and efficiency.
---Job Description----This role serves as a global program leader within the SDS Operations organization responsible for creating and leading a program dedicated to understanding and building strategy on blending simplification.
Understand how our systems route customer contacts to an agent and then map their skills to cohorts that gives best outputs of customer experience, quality and cost.
This role would require to work closely with the planning, workflow, finance and world wide ops teams to simplify & optimize blending, build and test solutions and scale them.
This role has significant customer, quality and cost impact and thus requires a fine balance between experience (quality metrics) and cost (key metrics, service levels, occupancy, handle time).
The initiatives driven by the leader will impact SDS Operations across 20
countries, 40 sites and 10K
worldwide associates.
The role will own creating and scaling processes for a early stage and rapidly growing organization.
This role operates in a highly ambiguous, fast paced environment and works with diverse, globally distributed stakeholders.
This role will drive critical programs to make organizational progress on long term scaling strategy for SDS Operations.
The candidate for this position will possess experience designing and implementing effective mechanisms, and is expected to have a broad understanding of SDS operations and further develop that understanding to scale across the globe.
The ideal candidate sees around corners, is biased for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.
This candidate embraces the fact that we're consistently evolving parts of our business to keep pace with both customers and other internal teams.
They will deep dive current processes and develop future improvements that will have a direct and positive impact to customers' experiences across the globe.
Question norms across our organization and apply your knowledge and experience to drive these improvements.
Identify and drive changes to cross-functional capabilities that span teams across Amazon operations.
Key job responsibilitiesThe candidate for this position will possess experience designing and implementing strategies and effective mechanisms, is expected to have a broad understanding of SDS operations and further develop that understanding to scale across the globe.
The ideal candidate sees around corners, is biased for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
SDS supports recipients (e.
g.
, Amazon customers, shipping recipients) and providers (e.
g.
, drivers, shippers, Delivery Service Partners, etc.
) of Amazon Logistics (AMZL) and Global Specialty Fulfillment (GSF) delivery services with a combination of inbound, proactive, and in-station support models with the purpose of ensuring that customers receive deliveries on time and that concessions abuse is minimized.
We are a global organization that provides support for multiple marketplaces through an operational network that includes thousands of Customer Service Associates and counting.
We leverage technology including automation, self-service, associate tools, and machine learning to both resolve customer issues proactively and when contacts are required we handle them with quality and efficiency.
---Job Description----This role serves as a global program leader within the SDS Operations organization responsible for creating and leading a program dedicated to understanding and building strategy on blending simplification.
Understand how our systems route customer contacts to an agent and then map their skills to cohorts that gives best outputs of customer experience, quality and cost.
This role would require to work closely with the planning, workflow, finance and world wide ops teams to simplify & optimize blending, build and test solutions and scale them.
This role has significant customer, quality and cost impact and thus requires a fine balance between experience (quality metrics) and cost (key metrics, service levels, occupancy, handle time).
The initiatives driven by the leader will impact SDS Operations across 20
countries, 40 sites and 10K
worldwide associates.
The role will own creating and scaling processes for a early stage and rapidly growing organization.
This role operates in a highly ambiguous, fast paced environment and works with diverse, globally distributed stakeholders.
This role will drive critical programs to make organizational progress on long term scaling strategy for SDS Operations.
The candidate for this position will possess experience designing and implementing effective mechanisms, and is expected to have a broad understanding of SDS operations and further develop that understanding to scale across the globe.
The ideal candidate sees around corners, is biased for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.
This candidate embraces the fact that we're consistently evolving parts of our business to keep pace with both customers and other internal teams.
They will deep dive current processes and develop future improvements that will have a direct and positive impact to customers' experiences across the globe.
Question norms across our organization and apply your knowledge and experience to drive these improvements.
Identify and drive changes to cross-functional capabilities that span teams across Amazon operations.
Key job responsibilitiesThe candidate for this position will possess experience designing and implementing strategies and effective mechanisms, is expected to have a broad understanding of SDS operations and further develop that understanding to scale across the globe.
The ideal candidate sees around corners, is biased for action in achieving goals, earns trust through broad stakeholder influence, has a good data understanding to dive deep to get to root cause of a problem, and think big to develop long term sustainable solutions.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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