Amazon Flex Service Level Standards Lead JP, Amazon Flex

Amazon Flex works directly with independent contractors called delivery partners to make deliveries to our customers. With Amazon Flex individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced logistics systems that allows delivery partners to on-board schedule delivery times guide them through their deliveries with in-app mapping and navigation and more. Amazon Flex is seeking an exceptional Program Manager to lead our JP Service Level Standards (SLS) program. This role will be responsible for defining implementing and continuously improving service level standards across JP Amazon Flex ensuring world-class delivery partner experience and customer satisfaction.

At Amazon youll work alongside the latest AI and GenAI tools that are increasingly woven into how teams operate: from AI-powered capabilities that accelerate decision-making to Generative AI that helps you focus on work that truly matters. Youll have opportunities and resources to develop AI fluency at your own pace with continuous learning built into the culture.

Key job responsibilities
Strategic Leadership
Define and own the JP strategy for Flex Service Level Standards.
Develop the overall program vision mission and tenets that align with Amazon Flexs long-term objectives
Create scalable mechanisms and frameworks that can be adapted to regional requirements while maintaining global consistency
Partner with senior leadership to set objectives analyze data and drive improvements quantified with metrics
Program Execution
Establish world-class evaluation processes for delivery partners that ensure consistent service quality
Identify root causes and recognize trends through customer and delivery partner feedback to solve ambiguous problems
Proactively mitigate risks before they become roadblocks to program success
Drive cross-functional collaboration with Operations Technology Product and Marketing teams globally

- 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 in program or project management
- Speak write and read fluently in English and have the ability to take direction in English

- Experience leading process improvements
- Lean Six Sigma Kaizen Prince2 certifications or any other project management certification

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