Senior Program Manager, Amazon Flex, Amazon Flex SLS

Key job responsibilities

• Manage Service Level Standards (SLS) for one of the programs we support.
• Maintain program quality and exceptional customer experiences.
• Help build reporting mechanisms, identify opportunities, establish mitigation processes, respond to executive escalations, and work with cross-functional partners to communicate issues and progress.
• Manage full lifecycle of complex cross-functional programs with considerable impact across multiple organizations.
• Development of the overall program strategy, tactically driving teams in and outside of your organization to deliver.
• Define the program (mission, vision, tenets), set objectives, analyze data and drive improvements that are quantified with metrics.
• Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations and process enhancement requirements.
• Partner with teams across the business you support and beyond to source, allocate, and coordinate resources.
• Partner with customers, internal/external teams, and program and tech teams to determine what projects move forward and in what priority order.
• Oversee gaps between teams, processes and systems, help teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, security not considered, insufficient stakeholder review, etc.).
• Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
• 10% travel

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 defining and executing program requirements
• Experience implementing repeatable processes and driving automation or standardization
• Experience working cross functionally with tech and non-tech teams
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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 general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions