What are the responsibilities and job description for the Senior Program Manager, Relay Operations Center Ops & Tech position at Amazon?
DESCRIPTION
Amazon Transportation Services (ATS) Relay Operations Center (ROC) team is looking for an experienced, innovative, strategic, and creative Senior Manager to join the ROC and lead a world class team focused on customer excellence within the Program Management Office (PMO) and Quality & Learning departments. Come join our start-up culture, work fast and smart, while adapting and iterating quickly. As the Senior Program Manager for the program team, you will lead a team and be responsible for identifying and driving cross-functional improvement opportunities across the line haul network.
The Senior Manager for this team will have the opportunity to own a portfolio of cross-functional projects to improve customer experience and save cost. The Senior Manager will be able to act as an internal consultant and will create long-term vision, implement strategies, and corresponding roadmaps using data, tools, and mechanisms. The Senior Manager has the opportunity to act as a bridge between operations teams, internal technology teams, and central support teams. The Senior Manager will work backwards from the customer to introduce disruptive ways of improving the customer experience within Amazon's transportation network with the goal of promoting Best in Class Performance.
Key job responsibilities
• Manage cross-functional transportation initiatives, organizing, and executing complex projects across multiple organizations
• Partner with leaders across ATS to drive continuous improvement and lean philosophy at scale
• Lead a team of Program Managers that manage strategic functions within our network
• Work with program managers, business leaders, and executive teams to drive critical business initiatives
• Develop, implement, and govern Key Performance Indicator (KPI) reporting for a portfolio of programs, providing visibility to the milestones and performance across all projects
• Establish and continually improve the consistency, predictability, and efficiency of the organization’s project delivery capability by providing leadership in best practices
• Drive network-level performance improvement with our internal and external partners by designing and implementing systems, metrics and programs that maximize compliance and continuous improvement. This includes completion of root cause analysis on all defects and using these data to drive continuous improvement activities.
• Engage other Amazon business units globally to share best practices and improve end to end outcomes for Amazon customers
About the team
The ROC Ops & Tech Team is dedicated to the development of technology and processes that advances efficiency and elevates operational standards of the Relay Operations Center. To that end, we act as liaison between Technology/Science teams and ROC Operations & Support teams, to ensure that feature development aligns with customer needs and operations' priorities at global scale. In addition to owning technology development, our team has a significant focus on improving both internal and external customer experience through building best in class Quality, Learning, Programmatic, and Analytical solutions.
BASIC QUALIFICATIONS
- 5 years of program or project management experience
- 5 years of supply chain 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
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
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, protected veteran status, disability, age, or other legally protected status.
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.
